Customer Affairs Officer

1 week ago


Mumbai, Maharashtra, India Emirates Full time
Job Purpose

Handle and resolve customer complaints by coordinating with relevant departments, fully investigating and following up on complaints and issues. Provide a personalized and professional response using appropriate communication methods to regain customer confidence and restore Emirates Group's reputation, ensuring repeat business.

Job Accountabilities
  • Action all complaints concerning Emirates Group by acknowledging, fully investigating, and responding to customers directly.
  • Recommend appropriate compensation and manage the resolution process efficiently.
  • Ensure all communications with customers are within service level agreements.
  • Investigate complaints system-wide to determine the root cause and consult with relevant departments.
  • Handle cases escalated to tribunals or courts, conduct necessary pre-work, and attend hearings.
  • Audit the outcome of the complaint process and update the Customer Affairs electronic database.
  • Analyze data, monitor trends, identify service and product deficits, and provide reports to the Customers Affairs Manager.
  • Make recommendations for service, procedural, and policy improvements.
  • Discuss sensitive complaints with the Customer Affairs Manager.
  • Assist customers in locating mishandled baggage and minimize expenditure on claims.
Qualifications & Experience

Qualifications:
Graduate

Experience:
Commercial/Sales

Knowledge/Skills:
Experience in airport operations or customer contact department of an airline or tourism industry. Alternatively, experience in the service industry, preferably travel-related. Experience with MARS, MACS, and Travel Agency GDS (e.g., Amadeus, Galileo) is an advantage.
Knowledge/skills:
Knowledge of World Tracer System, MARS, MACS, and CRIS. Excellent MS Office skills.
Other languages besides English:
Fluency in the language of the country of work. One other prevalent language in the region.

Must have the right to live and work in India.

Salary & Benefits

Join our growing team and enjoy a competitive remuneration package, discounts on flights, and hotel stays.



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