Customer Relations Executive Jobs in Abu Dhabi | Air Arabia Careers

Customer Relations Executive Jobs in Abu Dhabi | Air Arabia Careers

1- Customer Relations Executive
Job: Full Time
Location: Abu Dhabi, UAE

Description:

Manage relations with passengers by recovering from service failures ensuring retention of loyal customers. Handle passenger claims, complaints, and feedback from multiple channels and work cross functionally with internal & external stakeholder for customer case management as per the policies, procedures, and entitlement.

Job Responsibilities:

• Review passenger claims, complaints and feedback received from multiple channels including email, contact center, sales shops, airports, web, in-flight app, travel agents, civil aviation, etc. 
• Manage different types of cases, study & analyze the case, acknowledge passenger by sending appropriate first response within due date/time, follow up with internal departments/teams for case investigation, findings or corrective actions, update case history/timeline, inform the passenger with solution, and resolve the case within due date/time.
• Provide highest quality of service through personalized communication, accuracy, follow-ups & escalations, case validation, compliance to internal processes, and system actions.  

Job Requirements:

• Bachelors in business administration, or related customer-management stream from a recognized university
• Training in customer relations, and customer service
• Proficient in CRM systems, customer feedback management tools, and MS Office suite
• 3+ years of related working experience in customer care/customer experience role within consumer-oriented service industry, preferably in aviation.

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