SkyCargo Courier Express - Customer Relations Coordinator

SkyCargo Courier Express - Customer Relations Coordinator

With over 40 years of global trading experience, SkyCargo connects people and businesses to a world of incredible opportunities.

Job Purpose

Within this role you will, in coordination with the team and department manager, ensure all customer complaints are objectively investigated, analysed and responded to, thereby securing the goodwill and retention of the customer and maintaining the image of the business as a service oriented organisation and a trusted business partner. Support in the development of reports and recommend ways and means of overcoming service shortfalls, increase process efficiencies, up sell/cross sell opportunities to enhance the scope of business and increase the value proposition of the business.

Responsibilities

• Plan: 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 services thereby avoiding recurrence of customer complaints.
• Acknowledge all customer compliments and thank customers for their positive feedback, keeping the appropriate sections informed.
• Analyse and classify the complaint by sizing it into parts, identify the key issues raised by the customer and coordinate with relevant departments ensuring that all issues raised by the customer are thoroughly investigated.
• Deploy: Acknowledge and be receptive to customer complaints both verbal & written and respond to the customer, assuring them that their areas of concern or complaints on service failure are being investigated, thus ensuring that effective service recovery is initiated immediately and the image of the business is safeguarded.
• Lead: Regularly discuss investigation reports based on customer complaints and seek approval from appropriate manager on recommended reimbursement, compensation or goodwill gestures in order to restore lost goodwill and ensure repeat business. Ensure relevant stakeholders are copied as appropriate.
• Maintain a comprehensive database of customer complaints, feedback and compliments to generate monthly reports and recommend procedural and policy changes where necessary, supported by sound analysis.
• Execute: Formulate an appropriate reply and provide full explanation to the customer either verbally or written in a sympathetic and empathetic manner to restore lost goodwill and ensure repeat business.
• Ensure that the customers receive an interim reply within the specified time in cases where the investigation is taking longer than expected, advising them that their complaint is being probed further so that the customer is constantly updated on the status of their complaint.

Qualifications

• Bachelor's degree (12+3) in Business Management, Marketing, Tourism, Hospitality or a related discipline.
• Worked 3+ years in Customer Service or Relationship Management.
• Experience in a customer contact department of an airline or tourism industry.
• Excellent command over written and oral English with a friendly demeanor, good interpersonal skills and effective writing ability.
• Calm and collected approach under pressurized circumstances, projecting a favourable and caring image of the company.
• Computer skills: proficient in MS Office applications such as Word, Excel, Outlook and PowerPoint; advanced Excel skill is a requirement.
• Knowledge of the functioning of all units within hospitality, B2C retail, travel and tourism.

Salary & Benefits

Enjoy attractive salary and travel benefits, including discounts on flights and hotel stays around the world. Learn more about our employee benefits on the Working Here section of our website Further information on what it's like to live and work in our cosmopolitan home city can be found in the Dubai Lifestyle section.

Seniority Level

Mid Senior level

Employment Type

Full time

Job Function

Management and Manufacturing

Industries

Airlines and Aviation