Customer Relations Executive

Air Arabia; Sharjah; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading airline company in the United Arab Emirates is seeking a Customer Relations Specialist to manage passenger relations and service recovery. You will handle claims and complaints across multiple channels, ensuring customer satisfaction and loyalty. The ideal candidate has a Bachelor's degree and over 3 years of experience in customer care, particularly in the aviation industry. Proficiency in CRM systems and excellent communication skills are crucial for this role.

Qualifications

• 3+ years of experience in customer care or customer experience roles.
• Proficient in analyzing customer feedback and case data.
• Familiarity with customer retention techniques.

Responsibilities

• Manage claims and complaints from multiple channels.
• Provide high-quality service through timely communication.
• Process service recovery measures like credit vouchers.

Skills

Customer care

CRM systems

Customer feedback management

Data analysis

Effective communication

Education

Bachelor's in business administration

Tools

MS Office suite

Job description

Job Purpose

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

Key Result Responsibilities

• Handle passenger claims, complaints and feedback received from multiple channels including email, contact center, sales shops, airports, web, in‑flight app, travel agents, civil aviation, etc.
• Manage different types of cases, study & analyze the case, acknowledge passenger by sending appropriate first response within due date/time, follow up with internal departments/teams for case investigation, findings or corrective actions, update case history/timeline, inform the passenger with solution, and resolve the case within due date/time.
• Provide highest quality of service through personalized communication, accuracy, follow-ups & escalations, case validation, compliance to internal processes, and system actions.
• Process credit vouchers, free tickets, air rewards loyalty points, etc. as service recovery and customer retention measures.
• Compensate eligible passengers based on customer tiers, international regulations such as EC261, or local passenger rights guidelines.
• Review and analyze customer feedback from different channels, identify root causes and areas of improvement, close the loop by working closely with relevant stakeholders.
• Highlight customer pain points, and recurring issues to avoid service failures and reduce complaints to enhance customer satisfaction.
• Constantly aim at maintaining high service levels and customer feedback, ensuring SLA target and CSAT scores are always met.

Qualifications (Academic, Training, Languages)

Bachelors in business administration, or related customer‑management stream from a recognized university

Work Experience

• 3+ years of related working experience in customer care/customer experience role within consumer‑oriented service industry, preferably in aviation.
• Proficient in CRM systems, customer feedback management tools, and MS Office suite
• 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.
• Employs a balance of technical expertise, and essential soft skills.