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Customer Affairs Officer - LON/MAN

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Emirates

1mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    People, HR & Administration
  • London

AI generated summary

  • You need A-Level education, frontline customer experience, advanced commercial letter writing, airport knowledge, flexibility, calmness under pressure, English fluency, and UK work rights.
  • You will handle customer complaints empathetically, manage resolutions, communicate with customers, investigate issues, recommend compensations, and identify service flaws.

Requirements

  • Educated to ‘A’ Level standard or equivalent.
  • Experience in a front line, customer contact position.
  • Proven advanced level of Commercial letter writing.
  • Knowledge of Airport, Reservations, Ticketing and Baggage systems is essential.
  • A positive personality with a willingness to learn. Flexibility to meet the changing needs of the business.
  • Ability to remain calm and confident under pressure.
  • Fluent in written and spoken English.
  • Staff can only apply if they have completed a minimum of 1 year of service with the Company/in their current position.
  • Candidates must have the legal right to live and work in the UK.
  • Flexible location: Position may be based in either the London Town Office or in the Manchester Contact Centre.

Responsibilities

  • Effectively handle and investigate customer complaints and respond to customers in a personalised, empathetic and professional manner, to regain customer confidence, restore the reputation of the Emirates and ensure repeat business.
  • Recommend appropriate compensation or service recovery and manage the file to a successful resolution.
  • Thank customers who have sent complimentary letters and ensure relevant departments are informed.
  • Ensure communication with customers is within service level agreements i.e., communicating with the passengers keeping them informed of progress through to resolution within agreed departmental deadlines.
  • Send appropriate interim replies when the investigation is ongoing, so that the passenger is aware of the status of the complaint.
  • Investigate with the departments concerned worldwide and a range of operational systems to determine the cause of the complaint.
  • Where required, consult with Group Legal, Corporate Communications, Group Insurance and Commercial departments on those cases requiring a carefully considered business approach.
  • Escalate sensitive cases to the attention of your manager for discussion and direction.
  • Identify service product flaws and service shortfalls that occur regularly and advise your line manager so that product changes and service delivery improvements can be recommended to Head Office.
  • Achieve departmental targets whilst maintaining established quality standards.

FAQs

What is the main purpose of the Customer Affairs Officer role?

The main purpose of the Customer Affairs Officer role is to effectively handle and investigate customer complaints, respond to customers in a personalized and professional manner, and ensure customer confidence and repeat business.

What are the educational qualifications required for this position?

Candidates should be educated to ‘A’ Level standard or equivalent.

How much customer service experience is necessary for this role?

Experience in a front-line, customer contact position is required.

Is knowledge of specific systems required for this job?

Yes, knowledge of Airport, Reservations, Ticketing, and Baggage systems is essential.

What language proficiency is necessary for this position?

Fluency in written and spoken English is required.

Are there any specific competencies that candidates should possess?

Yes, candidates should demonstrate competencies in delivering results, drive, being open to opportunity, collaboration, and business thinking.

How long do current employees need to have worked with the company to apply?

Staff can only apply if they have completed a minimum of 1 year of service with the Company or in their current position.

Where is the position located?

The position may be based in either the London Town Office or in the Manchester Contact Centre.

What benefits does the company offer?

The company offers a competitive salary, a pension scheme, private medical insurance, life and accident insurance, travel industry benefits, profit share eligibility, meal allowance, and transport allowance.

Is flexibility important in this role?

Yes, having a positive personality, willingness to learn, and flexibility to meet the changing needs of the business are important for this role.

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Emirates

Transportation
Industry
10,001+
Employees
1985
Founded Year

Mission & Purpose

Emirates is a global airline based in Dubai, known for its extensive international flight network and high-quality passenger services. Their mission is to connect the world with their exceptional travel experiences, focusing on innovation, comfort, and customer satisfaction. Emirates aims to be the world's leading airline by delivering superior service and operational excellence, enhancing travel for people globally while promoting Dubai as a major travel hub.