Customer Experience & Service Recovery Coordinator

Emirates Airlines - Other locations; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

An international airline is looking for a Customer Service representative in Dubai to manage customer complaints, enhance service quality, and maintain client loyalty. The ideal candidate will have a Bachelor's degree, over 3 years in customer service, and strong communication skills in English. The role involves investigating complaints, coordinating with department managers, and ensuring customer satisfaction. The position offers attractive salary and travel benefits, along with a dynamic working environment in the Emirates Group.

Benefits

Attractive salary and travel benefits

Discounts on flights and hotel stays

Qualifications

• Bachelors degree (12+3) in Business Management, Marketing, Tourism, or Hospitality or a related discipline.
• 3+ years in Customer Service or Relationship Management.
• Experience in customer contact department of an airline.
• Excellent command over English and strong interpersonal skills.
• Calm and collected under pressurized circumstances.
• Proficient in MS Office, particularly Excel.

Responsibilities

• Conduct investigations of customer complaints and advise sections on improvements.
• Acknowledge and respond to customer complaints promptly.
• Discuss investigation reports with management for recommendations.
• Maintain a database of customer feedback and report it monthly.
• Formulate responses to customers with empathy.
• Provide customers with status updates on their complaints.

Skills

Excellent command of written and oral English

Interpersonal skills

Calm under pressure

Advanced Excel skills

Education

Bachelor's degree in Business Management, Marketing, Tourism, or Hospitality

Tools

MS Office applications

Job description

An international airline is looking for a Customer Service representative in Dubai to manage customer complaints, enhance service quality, and maintain client loyalty. The ideal candidate will have a Bachelor's degree, over 3 years in customer service, and strong communication skills in English. The role involves investigating complaints, coordinating with department managers, and ensuring customer satisfaction. The position offers attractive salary and travel benefits, along with a dynamic working environment in the Emirates Group.