Customer Relations Executive (CDD)

Job Purpose

Manage relations with passengers by recovering from service failures and ensuring retention of loyal customers. Handle passenger claims, complaints, reviews, and feedback from multiple channels and work cross-functionally with internal & external stakeholders for case management as per policies, procedures, and customer entitlement.

Key Result Responsibilities

1. 1. Handle passenger complaints and claims received from multiple channels including contact centers, sales shops, airports, travel agents, web & app, civil aviation, etc.
   2. Study customer cases, connect with the internal team for investigation, formulate responses to customers, action the case within SLA, and maintain an up-to-date timeline of case interactions in the CRM.
   3. Provide the highest quality of service through personalized communication, compliance to internal processes, and accurate system actions.
   4. Process booking cancellations, booking refunds, travel vouchers, compensation, free tickets, loyalty points, etc. as service recovery and customer retention measures.
   5. Compensate eligible passengers based on customer tiers, international regulations such as EC261 or Montreal Convention, or local passenger rights guidelines.
   6. Analyze customer reviews and feedback received from different channels, identify root causes of poor customer experience, and close the loop to improve passenger NPS and ratings.
   7. Highlight customer pain points and recurring issues to avoid service failures, and reduce complaints and negative feedback.
   8. Constantly aim at maintaining high service levels, customer satisfaction, and customer retention; ensuring targets, CSAT scores, NPS, and passenger re-travel objectives are always met

    

• Working Relationships/Communication

1. Internal:

2. Revenue & Network Planning
3. Digital & Innovation - Anxillary Revenue, Contact Center, Air Rewards/ Loyalty, Holidays, ISA, E-Business.
4. Operations - Flight Operations,
5. Ground Operations
6. Customer Experience - Cabin Crew
7. Sales Teams, Sales Shops
8. Marketing
9. Finance

1. External:

2. Customer
3. GSAs
4. GHAs
5. Government Authorities
6. Civil Aviation Authority

Qualifications (Academic, training, languages)

• Bachelor's in business administration, or related customer-management stream from a recognized university
• Training in customer relations, and customer experience
• Proficient in CRM systems, customer feedback management tools, and MS Office suite
• Fluent in English & French.
• Moroccan Nationality is a must

Work Experience

• 3+ years of related working experience in customer relations or customer experience role within consumer-oriented service industry, preferably in aviation.
• Understanding of passenger travel journey, touchpoints, channels, etc.
• Understanding of customer retention and service recovery techniques, and its impact on customer loyalty.
• Capable of analyzing customer feedback and case data, identifying root causes, and suggesting preventive/corrective actions to mitigate & prevent complaints.
• Capable of understanding market trends and emerging practices in CRM/CEM.
• Employs a balance of technical expertise, and essential soft skills. 

Key Performance Indicators

• Service Levels: timely response and resolution of customer cases to achieve SLA target.
• Case Ageing: closure of cases within acceptable ageing thresholds.
• Service Quality: customer cases handled with highest quality of service to achieve the service qualitytarget.
• Customer Satisfaction: increase positive customer feedback, to achieve the CSAT target.
• Customer Retention: retravel of passengers impacted due to service failure to achieve retention targets.
• Service Recovery: compensation spend as per customer tier and entitlement within specified budget