Customer Relations Coordinator - Dnata Travel

Job Purpose

dnata Travel Group, represents the travel division of dnata, one of the world’s largest air and travel services providers. Consisting of more than 20 leading international travel brands, we are proud to serve our global customer base as a leading, award-winning travel services provider.

As a Customer Relations Coordinator, you will be responsible to coordinate 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. You will also have to support in the development of reports and recommend ways and means of overcoming service shortfalls, increase process efficiencies upsell/cross-sell opportunities to enhance the scope of business and increase the value proposition of the business.

In this role, you will;

• 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 service 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 co-ordinate 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 in order to generate monthly reports and recommend procedural and policy changes where ever necessary supported by sound analysis.
• Execute
• Formulate an appropriate reply and provide full explanation to the customer either verbal or written in a sympathetic and empathetic manner in order 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 and advise them that their complaint is being probed further so that the customer is constantly updated on the status of their complaint.
  

Qualification

To be considered for this role, you must meet the following requirements;

• Bachelors degree (12+3) in Business Management, Marketing, Tourism, or 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.
• Should have excellent command over written and oral English with a friendly demeanour, good inter-personal skills as well as effective writing ability.
• The jobholder should be able to adopt a calm and collected approach under pressurised circumstances and project a favourable and caring image of the company.
• Computer Skills - Proficient in MS office applications such as MS Word, Excel, MS Mail and Power Point.
• Knowledge of the functioning of all units within hospitality, B2C retail, travel and tourism
  
  

Our services on the ground keep the world in the air. We’re one of the largest air services providers in the world, and you’ll find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We’re growing fast, and we’re looking for people with imagination and creativity to join our team of more than 40,000 people. We want potential stars to help us deliver on the promises our customers make.

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world.

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