CUSTOMER RELATIONS COORDINATOR

at  The Emirates Group

• Job Purpose: JOB PURPOSEManage and enhance interactions with customers by responding to customer feedback received throughmultiple channels. Resolve issues and address customer needs effectively to ensure satisfaction andloyalty.

2. JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS (MAXIMUM OF 10)

• Acknowledge and respond to the feedback received on channels additional to Salesforce such as, but

not limited to, Google as well as other social channels (Facebook, Twitter, LinkedIn etc).

• Formulate an appropriate reply and provides full explanation to the customer (verbally or in writing) in a

sympathetic and empathetic manner to restore goodwill and ensure repeat business.

• In case of customer compliments, acknowledges and thanks customers for their positive feedback

keeping the appropriate sections informed.

• In case the investigation takes longer than expected, ensures that the customers receive an interim reply

within the specified time frame to advise them that their complaint is being probed further so that the

customer is constantly updated on the status of their complaint.

• Analyse and classify complaints by sizing it into parts, identify the key issues raised by the customer and

co-ordinate with relevant departments to ensure that all issues raised by the customer are thoroughly

investigated.

• Identify trends in product and service flaws uncovered during investigations and advise the section heads

so that relevant amendments/enhancements/improvements are made to products and service, thereby

avoiding recurrence of customer complaints.

• Regularly discuss investigation reports based on customer complaints and seek approval from

appropriate manager on recommended reimbursement, compensation or goodwill gestures to restore trust

and ensure repeat business. Ensure relevant stakeholders are copied as appropriate.

• Maintain a comprehensive database of customer complaints (Google and in future Sprinklr), feedback

and compliments to generate monthly reports and recommend procedural and policy changes wherever
necessary, supported by sound analysis.
Qualifications & Experience: 3. MINIMUM QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS
Qualifications:
Experience :
Airport Operations. Other
Knowledge/Skills:
Qualification:
Diploma or bachelors degree (12+3) in Customer relations/Aviation/Tourism or Hospitality or a related
discipline

Experience:

• 3+ years of experience in Customer Service or Relationship Management
• Experience in a customer contact department of an airline or tourism industry

Knowledge/ Skills:

• Proficient in MS office applications
• Functional knowledge of hospitality units, B2C retail, travel and tourism
• Adopt a calm and collected approach under pressurised circumstances and project a favourable and

caring image of the company.

• Friendly demeanour, good inter-personal skills

Other languages besides English:
Safety Sensitive Role:
No
Competencies Level
Leadership Role:
No

Please refer the Job description for details