Tuesday, October 2, 2012

Customer Relations Agent - Air Arabia - Sharjah - United Arab Emirates

Reference No: ABY12-111

The purpose of this role is to provide customers with information in response to enquiries about products and services, including ticketing, make bookings for services including flights and to handle and resolve complaints.

Main Responsibilities
• Communicates with customers via 7 contact channels including: Walk-In, online (customer relations systems – CCU), e-mail, phone, fax, on-board feedbacks, and online feedback forms submitted by staff and GSA’s.
• Assigning customers complaints to dedicated stations and departments and ensure on time responses.
• Respond to customer’s enquiries and feedbacks via the said communication channels within the SLA of the department.
• Handles complaints: obtains and examines all relevant information in order to assess validity of complaints and to determine possible causes by running internal investigations with all Air Arabia different departments and stations, taking the necessary action to ensure no further occurrence of similar issues, and provide compensations to customers which includes revalidation of tickets, refunds, official apologies, and free credits.
• Alerting supervisor/line manager of common areas of error to seek solutions.
• Refers unresolved customer grievances to the supervisor or line manager for further investigation.
• Follows-up and checks to ensure that appropriate changes were made to resolve customers' problems.
• Handling customer’s special requests that do not meet company’s policy (ex. Ticket revalidation, charges adjustments, refunds, and providing exceptions by overriding its rules on the following ground: genuine cases, retaining customers, and humanitarian ground.
• Maintains database of customer complaints, feedbacks, and suggestions. Keeps records of customer interactions and transactions, recording details of enquiries, requests, feedbacks, complaints, and comments, actions taken, and financial impact on each case.

Desired Profile
High School Diploma with a good grade. Able to use Word, XLS, create and maintain databases. Good verbal reasoning skills; average numerical. High level of interpersonal skills: good listening skills combined with assertiveness.

Interested candidates may apply for the position by sending a copy of their updated resume to