About The Role

The Customer Care Outstations Officer is part of the Customer Care team within the Customer Care unit with the responsibility of managing customer feedback. The main duty of the position is to ensure that feedback received from passengers is managed to the highest standards through the entire cycle from analyzing the feedback request, leading the investigation process through to finalizing the resolution and necessary response and to submit compensation proposals for approval. The Customer Care Outstations Officer plays an important role in the continuous improvement initiatives for the company by highlighting recurring caused of service failures and participates in ongoing forums to optimize the Customer Experience Journey.

Key Accountabilities Include:

• Responsible for processing and responding to customer feedback via various communication channels.
• Liaises with functional departments at Head Office and Outstations to gather information and carry our background investigations with regards to customer feedbacks and complaints.
• Formulate and submit approval and final responses to customers using templates as well as entirely unique case responses.
• Applies knowledge and understanding of mandated aviation industry regulations and legal requirements in the complaints management resolution process.
• Required to work to an SLA with qualitative and quantitative KPIs for customer feedback case management.
• Proactively identify to management trends of customer complaints and root causes.
• Provide subject-matter expertise to other departments with regards to customer feedback management.

Qualifications

About you

• Minimum of High school qualification is essential.
• 4+ years of job-related experience.
• Experience in airline/travel industry.
• Experience with GDS systems.
• Fluent in Spanish, Portuguese and English.
• Frontline customer service experience in an airline or hospitality industry.
• Ability to analyze complex cases as presented by a customer and to determine the actual customer request and intent.