Customer Care Representative

Job Description

Key Responsibilities:

• Handle end-to-end customer complaint cases through multiple channels (email,
• outbound calls).
• Investigate complaints by reviewing case history, policies, and supporting documentation to determine appropriate resolution.
• Draft clear, professional, and empathetic written responses aligned with brand tone and regulatory requirements.
• Ensure complaints are resolved within agreed SLAs and escalation guidelines.
• Accurately document case actions, decisions, and outcomes in internal systems.
• Apply airline policies, customer service standards, and compliance requirements consistently.
• Manage reactivated or aged cases and take ownership through to closure.
• Work closely with Team Leads and Quality to address feedback and continuously improve performance.
• Support business recovery efforts during peak periods by maintaining productivity and quality.