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Customer Service Manager
2 meses atrás
Job Purpose
As a key member of the Emirates team, the Customer Service Manager will be responsible for leading a team of Customer Affairs representatives in ensuring that service failures are thoroughly investigated and service recovery processes are implemented in a timely and cost-effective manner, within budget. The goal is to win back customer loyalty from those who have experienced dissatisfaction with products and services, and to identify areas for improvement in the customer service product and service delivery processes.
Key Responsibilities
- Manage the Customer Affairs team within a specific area of responsibility, through effective planning, distribution, and monitoring of work, taking corrective action in relation to team or individual performance based on productivity objectives.
- Monitor complaints to ensure that investigations and responses meet departmental standards, including accountability for response and file closing timelines, number of comebacks, and quality standards.
- Clarify procedural, technical, and legal issues related to claims and compensation, and intervene and resolve serious cases escalated by junior team members.
- Reinvestigate cases where passengers are not satisfied with the initial response, service recovery, or compensatory offer, and bring the case to a successful conclusion.
- Proactively work with Commercial, Service Delivery, Airport Services, and other key internal stakeholders to win back valuable clients who have withdrawn their business from Emirates due to customer dissatisfaction issues.
- Manage the service recovery budget within own area of responsibility, achieving a year-on-year cost reduction per complaint file settled, ensuring customer satisfaction is achieved in the most cost-effective manner without compromising product and service quality.
- Compile and analyze statistical data related to customer feedback, prepare regular reports for Senior Management, highlighting trends, and make recommendations on policy/procedural change relating to customer care, service recovery, and delivery.
- Investigate and identify areas for improvement in the customer service product and service delivery processes through participation in and observation of service situations, initiating dialogue in relation to CASA projects or initiatives with Service Audit Managers within CASA and department heads across the Group as appropriate to improve services and reduce complaints.
- Plan and implement service recovery tactics for the Customer Affairs team, within own area of responsibility, to improve the handling of customer complaints and service recovery initiatives, with reference to the planned expansion of the organization which will result in increased volumes of dissatisfied customer files due to the projected increase in passengers.
- Evaluate all letters from complainants, solicitors/law suits, and liaise with local lawyers or Group Legal to ensure appropriate action is taken, and on occasions, this may also involve having to represent the Company's interest in any relevant court proceedings.
- Meet with customers to personally deal with situations of serious gravity and complexity and potential loss of revenue or damage to Emirates image.
Qualifications & Experience
MINIMUM QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS
Qualifications:
• Degree or Honours related to Sociology, Psychology, Commerce, or Business Administration
Experience:
• 5+ years of experience in a service industry with experience of managing a multi-functional operational team
Knowledge/Skills:
- Working knowledge of airline operational facilities
- Analytical and report writing skills
- Computer literacy in MS Word, Excel, and E-mail, including expertise in statistical analysis, data reporting, and extrapolation
- Knowledge of and exposure to multi-ethnic cultures in a travel and tourism context would be an advantage
Other languages besides English:
- Fluency in the language of the country of work
- One other language prevalent in the region
Critical Competencies
- Customer Service orientation
- Leadership
- Problem Solving and Decision Making
- Influence and Negotiation
- Organising for Results
- Interpersonal Ability
