About the role

As a Customer Care Coordinator – Outstation, you will be responsible in the management of customer feedback process with customers through the entire cycle from analyzing the feedback request, facilitating the investigation process through to finalizing the resolution and structuring the necessary response.

As part of your role, your additional responsibilities will include, but not limited to, the following:

• Responsible for processing and responding to customer feedback via various communication channels.
• Investigate, analyze and independently respond to customer’s feedback received through various sources. Maintain discretion relating to customer cases is paramount for the image and welfare of both the company and the customer.
• Carefully study reports generated from concerned departments internally to establish reason of the complaint and to propose the appropriate compensation level to the team leader.
• Communicate to customer using simple technologies, verbal and written communication should involve a high level of empathy and positive vocabulary. Apply knowledge and understanding of mandated aviation industry regulations and legal requirements in the complaints management and resolution processes. Responsible for the customer satisfaction.
• Coordinate work environment within the department to ensure effective work flow.
• Work within Customer Care Sla and meet the deadlines.
• Perform other department duties related to his/her position as directed by the Head of the Department.

Qualifications

About you

A successful candidate should possess the following experience and qualifications:

• High School Diploma or Equivalent with Minimum 3 years of job-related experience OR Bachelor’s Degree or Equivalent with Minimum 2 years of job-related experience
• Customer-facing experience in an airline or hospitality company.
• Excellent command of English language.
• Ability to analyze complex cases as presented by a customer and to determine the actual customer request and intent.
• Ability to apply company policy as well as own judgement for case resolutions.
• Comfortable working with a large volume of cases and ability to manage own and team’s expectations with regards to workload and overtime requirements.