Customer Relations-legal
2 weeks ago
Job title: Customer Relations agent
Job Location: Mumbai/Pune
Job Department: Customer Relations-Legal
Working hours: Day shifts (may vary depending on mandatory team meetings).
No of positions: 10
Position Overview:
The key purpose of a Customer Relations agent is to handle claims made against Etraveli Group by clients as well as claims escalated through consumer boards, lawyers and/or small courts. Moreover, one principal task is to escalate and resolve areas of concern as raised by our META partners.
The team currently consists of 16 agents located in Sweden, Finland, Greece, India, and Australia. We aim to build and maintain relationships with clients and key partners and we are now looking for new colleagues to join and strengthen our team in India.
Customer Relations agents are expected to investigate all claims thoroughly with a never-ending curiosity, report any possible errors, present the findings and offer the best solution to the customer with high quality. You are to be able to express yourself well in writing, be confident in decision-making and be able to structure your own work.
Duties and responsibilities:
- Responsible for handling and resolving customer complaints, as well as through regulatory bodies, e.g. Online Dispute Resolutions, Consumer Boards, and Lawsuits.
- Using critical thinking skills to review, investigate and present a solution regarding claims against Etraveli Group.
- Obtain necessary information/updates from other departments (e.g. Legal department, Airlines department, Finance Department) for the resolution of the claim.
- Assisting our Legal Department and external lawyers to prepare for trial/hearings by providing the necessary information required.
- Ability to provide appropriate solutions and alternatives within strict deadlines.
- Collect and record customer feedback and information, and share that with the appropriate departments and team members.
- Strictly adhere to the routines in the department.
- Strictly adhere to the Code of Conduct set by the department.
- Willing to propose and improve operating procedures and processes.
**Requirements**:
Qualifications and personal characteristics:
- Strong oral and written communication skills in English (and or other languages if applicable)
- Excellent organization skills
- Good analytical/critical thinking skills
- Comfortable in giving and receiving feedback
- Customer-oriented and ability to adapt/respond to different types of characters
- Must be able to effectively multi-task, manage time-sensitive documents, and have a strong ability to prioritize work in a fast-paced environment.
- Ability to thrive in a busy, team-oriented environment
- Excellent problem-solving and decision making skills with attention to detail
- Ability to self-motivate and take initiative
**Benefits**
Best in the Industy
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