Manage relations with passengers by recovering from service failures and ensuring retention of loyal customers. Handle passenger claims, complaints, reviews, and feedback from multiple channels and work cross-functionally with internal & external stakeholders for case management as per policies, procedures, and customer entitlement.
1. Handle passenger complaints and claims received from multiple channels including contact centers, sales shops, airports, travel agents, web & app, civil aviation, etc.
2. Study customer cases, connect with the internal team for investigation, formulate responses to customers, action the case within SLA, and maintain an up-to-date timeline of case interactions in the CRM.
3. Provide the highest quality of service through personalized communication, compliance to internal processes, and accurate system actions.
4. Process booking cancellations, booking refunds, travel vouchers, compensation, free tickets, loyalty points, etc. as service recovery and customer retention measures.
5. Compensate eligible passengers based on customer tiers, international regulations such as EC261 or Montreal Convention, or local passenger rights guidelines.
6. Analyze customer reviews and feedback received from different channels, identify root causes of poor customer experience, and close the loop to improve passenger NPS and ratings.
7. Highlight customer pain points and recurring issues to avoid service failures, and reduce complaints and negative feedback.
8. Constantly aim at maintaining high service levels, customer satisfaction, and customer retention; ensuring targets, CSAT scores, NPS, and passenger re-travel objectives are always met
Working Relationships/Communication
Internal:
External:
اطلب مساعدة الخبراء لكتابة سيرة ذاتية مميزة.