Monday, December 10, 2012

Senior Officer Customer Relations - European Region - Oman Air - Oman

Educational Qualifications   
    Degree in business administration.
    4  years experience in customer relationship management.
    Good Leadership and Customer relations skills
    Good Interpersonal skills
    Legal back ground to understand the policies
    Understanding of the airline operations

Experience Required   
4 years experience in customer relationship management.

        Implement the agreed appropriate metrics and goals for complaint handling and ensures systems and people have the capability to accomplish customer satisfaction.
    Review investigations carried out, analyse accuracy of service gaps and service failures identified and evaluate service recovery recommendations provided by Customer Care Executives are legitimate and  to follow through until management approval is obtained.
     Ensure smooth administration of Customer Care activities and provide prompt assistance and guidance is provided in all operational requirements.
     Evaluates and assesses the developmental/skill needs of staff on a continuous basis to ensure appropriate competencies exist to conduct routine assignments or execute improvements.
     Provide corrective and preventive recommendations as and when needed on customer service issues and course of actions required for service improvement based on repetitive negative customer experiences at all Oman Air customer contact activities. 
     Identify accountable/contributors to negative service experience and recommend appropriate recovery measures in terms of cost, counselling sessions, training or disciplinary action with aim to reduce customer complaints and  eliminate repetitive customer complaints.
     Monitor Customer Care operational functions and procedures meet customers expectations of providing prompt resolutions and identify bottlenecks which slows down the processes.
     Participate in budgetary forecasts for training, capital expenditure, manpower and other operational requirements pertaining to Customer care section with  Manager Customer Relations

Closing Date     15-12-2012

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