Emirates Airline & Group: Customer Relations & Service Audit Manager - New York, New York
Customer Relations & Service Audit Manager — New York, New York
A winner of more than 400 international awards, Emirates operates one of the aviation worlds youngest, most environmentally-friendly and technologically advanced-fleet of 156 aircraft. Its rapidly-expanding network spans 114 cities in 67 countries in Europe, North America, South America, the Middle East, Africa, the Indian subcontinent and Asia Pacific. The airline is an employee-focused company with a commitment to providing staff with excellent working conditions and competitive salaries.
The Position: Based in New York City will be reporting to the Vice President USA Central America & Caribbean.
Responsibilities:
• Leading, guiding, and directing a team of Customer Affairs Officers to accomplish departmental objectives.
• Monitor the quality of written correspondence to passengers, checking for factual accuracy, content, grammar tone and style, in order to ensure favourable customer reaction.
• Develop action plans and monitor administrative procedures so that the department is efficiently and professionally run.
• Undertake individual face to face customer contact to deal personally with customers in situation of serious gravity and complexity and potential loss of revenue or damage to Emirates image.
• Ensure passenger complaints are answered promptly and within company deadlines with empathy so that the customers know their concerns have received immediate and serious attention.
• Assemble and organise statistical customer feedback data so that regular reports are prepared for Senior Management to discern trend and make policy decisions on customer care, service recovery and delivery procedures.
• Track and measure productivity, costs and budget performance of the department and the performance and the quality of the staff within the department.
• On a day-to-day basis, provide advice and guidance to Airport Managers and Overseas Managers as required, making service recovery decisions to resolve conflict-handling situations so that customer goodwill is promptly restored.
• Conduct investigations and service performance audits with front-line departments concerned to determine the cause of the problems and press for remedial action to be taken. Observe front-line customer situations through physical immersion during flight disruptions, denied boarding situations and other difficult customer interactions. Act independently and encourage and explain to different departments how they may improve and work closer together with each other, to improve the service which is offered to our customers.
• Evaluate all letters from complainant’s solicitors and decide if such cases need involvement from the legal team. Liaise closely with the legal team on complaint cases that result in law suits, recommending appropriate action.
Experience/Qualifications:
• University graduate with degree related to Sociology/Psychology/Commerce & Business Administration
• At least 10-15 years in the service industry, 10 of which must have been spent in a customer service management role.
• Solid experience in consumer laws and familiarity with the effective application of USA laws in the handling of disabled passengers is an advantage.
Knowledge:
Working knowledge of airline operational facilities
Appreciation of the importance of proper handling of complaints
Computer literacy -- MS Word, Excel and E-mail
Knowledge of other European languages advantageous
Knowledge of and exposure to multi-ethnic cultures in a travel and tourism context would be a definite advantage
Ability/Skills:
Excellent command of English, both written and oral
Ability to present data clearly and concisely
Ability to project a favourable and caring image of the Group
A pleasant and outgoing personality.
Ability to remain calm and collected under pressurised circumstances
Good listening skills
Good interpersonal skills
APPLICANTS MUST HAVE THE LEGAL RIGHT TO LIVE AND WORK IN THE USA. THE COMPANY WILL NOT PROVIDE OR ASSIST IN OBTAINING A WORK PERMIT.
To Apply: To express your interest in the above vacancy, please apply on-line by clicking below and completing our application form. We will then consider your application and contact you should we wish to shortlist you for an interview. Should you not receive an invitation for an interview within 5 weeks, please assume that on this occasion you have been unsuccessful. Please also note that if you are not shortlisted, you can also update your application at anytime and apply for other opportunities.
Tuesday, December 04, 2012 | 0 Comments