Representative - Baggage Experience Advocate

4 days ago

Gurugram Haryana, India United Airlines Full time

**Description**:
We have a wide variety of career opportunities around the world — come find yours.

**Contact Centers**

Contact Centers assist customers with travel concerns, administer refunds, handle flight recovery, conduct quality assurance checks, and more.

**Job overview and responsibilities**

The Customer Experience Advocate is dedicated to championing the needs of customers throughout the baggage recovery process. This role involves managing communications, providing updates, and ensuring a positive and empathetic interaction with customers facing baggage issues. This role may require individuals to work non-standard hours such as overtime to support peak volumes but does not require work on holidays. This role will also be on a team that supports the Central Baggage Tracing operation seven days a week.
- Serve as the primary point of escalation during the baggage recovery process
- Communicate effectively with internal customers, providing updates and resolving issues with empathy and efficiency
- Communicate effectively with internal customers, providing updates and resolving issues with empathy and efficiency
- Collaborate with the Baggage Recovery teams to enhance overall customer satisfaction
- Proactively resolve issues related to aged bags or lost items

**This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.This position is for United Airlines Business Services Pvt. Ltd - a wholly owned subsidiary of United Airlines Inc.**

**Qualifications**:
**Required**
- Bachelor's degree or 4 years of relevant work experience
- 1 year of admin support or related field
- Customer service, airport operations, warehouse experience
- Strong empathy and problem-solving skills
- Excellent communication and interpersonal abilities
- Ability to work under pressure and manage difficult customer interactions
- Must be legally authorized to work in India for any employer without sponsorship
- Must be fluent in English (written and spoken)
- Successful completion of interview required to meet job qualification
- Reliable, punctual attendance is an essential function of the position

**Preferred**
- Supply chain, business
- 3+ years of experience in customer/baggage service or advocacy roles, preferably within the airline industry
- Spanish

Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT

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