Manage a team of dedicated Customer Affairs Officers to ensure that service failures are fully investigated and service recovery processes are implemented in a timely and cost-effective manner. Win back customer loyalty from those who have experienced dissatisfaction with products and services throughout the Emirates/DNATA Group. Ensure that capital and service recovery expenses are within budget.

Investigate and identify areas for improvement in the customer service product and service delivery processes, driving dialogue and initiatives with Service Audit Managers within CASA and across the Emirates Group as appropriate.

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• Manage a team (3 Customer Affairs Officers) within a specific area of specialisation/responsibility; Allocate work, monitor and take corrective actions in relation to team’s and individual performance and productivity objectives. Identify training needs and liaise with HR colleagues to recommendations for training/refresher courses in order to develop and enhance the skills and the knowledge of the team. Conduct on-job mentoring to all new staff and maintain progress reports. Plan, distribute and monitor workloads of the team; Review and streamline work processes, ensuring a quality and timely service to customers. Manage manpower requirements for projected growth and corresponding increases in workload in a cost-effective manner.
• Manage the day-to-day operations of the Customer Affairs department by providing guidance and direction to ensure that individual and departmental performance goals are achieved. Be the first point of contact for cases escalated by the Customer Affairs Officers to clarify procedural, technical and legal issues about claims and compensation.
• Monitor complaints to ensure investigation and response meet departmental standards i.e. accountability for response and file closing timelines, number of comebacks and quality standards (factual accuracy, content, grammar tone and style) to ensure favourable customer reaction and retain loyalty. Clarify procedural, technical and legal issues with regards to claims and compensation. Intervene and resolve serious cases escalated by CAO’s.
• Reinvestigate cases where passengers are not satisfied with the initial CAO`s response/service recovery or compensatory offer and bring the case to a successful conclusion. Successfully win back valuable corporate clients who have withdrawn their business from Emirates due to customer dissatisfaction issues. Conduct joint visits to high profile customers in association with UAE Sales to effect service recovery to minimise revenue loss, maximise revenue generation and increase loyalty to the Emirates Group.
• In liaison with the Head Office, develop compensation packages and standard letters to ensure customer complaints are resolved in a professional and timely manner and to authorize financial and non-financial payments based on service shortfalls to ensure goodwill is maintained and customer loyalty is retained.
• Compile and analyse statistical data in relation to customer feedback; Prepare regular reports for Senior Management, highlighting trends and make recommendations on policy/procedural change relating to customer care, service recovery and delivery.
• Drive CASA projects within Emirates Group, collaborate with peers and different sections of the Emirates Group to achieve the most productive, cost effective and responsive quality solution for all complaints and issues raised by customers; Investigate and identify areas for improvement in the customer service product and service delivery processes, initiating dialogue in relation to CASA projects or initiatives with Service Audit Managers within CASA and department heads across the Emirates Group as appropriate to improve services and reduce complaints.
• Plan and implement service recovery tactics for the Customer Affairs team, within own area of responsibility, to improve the handling of customer complaints and service recovery initiatives, with reference to the planned expansion of the organisation which will result in increased volumes of dissatisfied customer files due to the projected increase in passengers. Ensure all deadlines are met through weekly statistics and investigate any comebacks and recommend the necessary compensation or course of action to bring cases to a conclusion.
• Plan, distribute and monitor workloads of the team; Review and streamline work processes, ensuring a quality and timely service to customers. Manage manpower requirements for projected growth and corresponding increases in workload in a cost effective manner.
• Identify training needs and liaise with HR colleagues in relation to recommendations for training/refresher courses in order to Develop and enhance the skills and knowledge of the team. Conduct on-job mentoring to all new staff and maintain progress reports.
• Meet with customers to personally deal with situation of serious gravity and complexity and potential loss of revenue or damage to Emirates image.
• Identify customer complaint trends and product flaws and produce monthly comparative statistical data on customer complaints and the compensation amount paid. Reports will enable corrective action to be taken by various departments with a view to decrease complaints and make Customer Affairs more efficient.

• Educated to degree level

Experience:

Knowledge/skills:

Note:

• Candidates must have the right to work in Italy.
• Internal staff can only apply if they have completed a minimum of 1 year of service with the Company/in their current position.

Competitive salary

Competitive benefits