CUSTOMER AFFAIRS OFFICER - NYC - 250000SF

Emirates Airlines • New York, NY

261d • $75,600 - $108,000

About The Position

The Customer Affairs Officer is responsible for handling and resolving customer complaints by coordinating with relevant departments. This role involves fully investigating and following up on complaints and issues, providing personalized and professional responses to regain customer confidence and restore the reputation of the Emirates Group. The officer will make recommendations to the Customer Affairs Manager to improve service shortfalls and ensure repeat business, contributing to the growth of the Emirates Group.

Requirements

• Graduate or equivalent.
• 2 years' experience in airport operations or customer contact department of an airline or tourism industry.
• Experience in the service industry, preferably travel-related such as a Travel Agency.
• Experience with MARS, MACS, and Travel Agency GDS (e.g., Amadeus, Galileo) is an advantage.
• Knowledge of the World Tracer System, MARS, MACS, and CRIS.
• Excellent MS Office skills.
• Strong English written and verbal skills.

Responsibilities

• Action all complaints relating to the Emirates Group by acknowledging, fully investigating, and responding to the customer directly.
• Thank passengers for positive feedback and keep the appropriate sections informed.
• Recommend appropriate compensation and manage the file to a successful resolution, including written responses to customers.
• Ensure all communication with customers is within service level agreements, keeping them informed of progress through to resolution.
• Investigate with concerned departments to determine the cause of complaints and consult with Legal, Corporate Communications, Insurance, and Sales departments as necessary.
• Conduct necessary pre-work and attend hearings for cases escalated to tribunals or courts.
• Audit the outcome of the complaint and investigation process and update the Customer Affairs electronic database.
• Analyze data, monitor trends, and identify service and product shortfalls, providing monthly reports to the Customer Affairs Manager.
• Make recommendations for service, procedural, and policy improvements to the Customer Affairs Management.
• Discuss complaints of a sensitive nature with the Customer Affairs Manager and obtain required feedback.
• Assist customers in locating mishandled baggage and keep them updated on queries.

Benefits

• Competitive remuneration package.
• Discounts on flights and hotel stays.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Air Transportation
• Education Level: Bachelor's degree