Communicate directly with Guests in an empathic and timely manner with the aim of resolving their issues and retaining their future business. Guests feel that we are their last resort and the nature of the job is to ensure that we listen, understand and resolve their complaints to the best of our ability. Ensure that all Guest feedback is used in a positive way by the business to improve our standards and procedures, and to promote Etihad as a caring airline.
Responsibilities
Resolve Guest issues within agreed SLA’s in a Guest centric manner with the aim of retaining business in a cost effective manner; i.e. a win-win proposition without compromising the business.
Liaise with, support and advise outstations in all matters relating to case handling and specific trends
Support and deputise for fellow team members when necessary
Review allocated standard template letters and make recommendations for change to Duty Manager
Requirements
Qualifications and Education:
Either a Degree in Customer Relationship Management and 5 years related job experience
Or
High school diploma and 7 years frontline customer service experience in the airline industry
Knowledge:
·Good knowledge of all Microsoft Office applications
·A good working knowledge of Customer Relations principles
·Airline product and procedural knowledge mandatory
·Must possess excellent written and verbal communication skills in English
·An additional language, especially Arabic, would be an advantage.
·Basic understanding of ticketing and airline fare rules
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