Customer Relations Coordinator - Dnata Travel

dnata Travel Group; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading travel services provider in Dubai is seeking a Customer Relations Coordinator to oversee customer complaints and improve service quality. The role focuses on ensuring customer satisfaction by analyzing feedback and coordinating with various departments to address issues. Ideal candidates will demonstrate strong analytical skills and a commitment to maintaining a positive company image.

Qualifications

• Strong communication skills required.
• Ability to analyze and resolve customer complaints effectively.
• Experience in customer service or similar roles preferred.

Responsibilities

• Coordinate with teams to investigate and respond to customer complaints.
• Analyze trends in customer feedback to improve service.
• Lead discussions on investigation findings with management.

Job description

Job Purpose

dnata Travel Group, representing the travel division of dnata, one of the world’s largest air and travel services providers, comprises more than 20 leading international travel brands. We pride ourselves on serving our global customer base as a leading, award-winning travel services provider.

As a Customer Relations Coordinator, you will coordinate with the team and department manager to ensure all customer complaints are thoroughly investigated, analyzed, and responded to. Your role is vital in securing customer goodwill and retention, maintaining the company's image as a service-oriented organization and trusted business partner. You will also support report development and recommend strategies to address service shortfalls, enhance process efficiencies, and identify upsell/cross-sell opportunities to expand business scope and value.

In this role, you will:

• Plan
  Identify trends in product and service flaws during investigations and advise section heads on necessary improvements to prevent recurrence of complaints.
  Acknowledge customer compliments and thank customers for positive feedback, informing relevant sections accordingly.
  Analyze and classify complaints to identify key issues and coordinate with relevant departments to ensure thorough investigation.

• Deploy
  Respond to verbal and written customer complaints, assuring customers that their concerns are being investigated to initiate effective service recovery and safeguard the company's image.

• Lead
  Discuss investigation findings with relevant managers to seek approval for reimbursements, compensation, or goodwill gestures to restore goodwill and encourage repeat business.
  Maintain a comprehensive database of customer feedback to generate monthly reports and recommend procedural or policy changes supported by analysis.

• Execute
  Formulate empathetic responses to customers, providing full explanations to restore goodwill and ensure repeat business.
  Ensure customers receive interim replies within specified times when investigations take longer, keeping them informed of the progress.