Customer Affairs Manager

Summary about this job

Detail information about job Customer Affairs Manager. Terms and conditions vacancy

The Role

• Manage a team of Customer Affairs representatives and ensure that service failures are fully investigated and service recovery processes are implemented in a timely and cost effective manner.
• Win back customer loyalty from those who have experienced dissatisfaction with products and services throughout Emirates and investigate and identify areas for improvement in the customer service product and service delivery processes.
• Monitor complaints to ensure the investigation and response meets departmental standards i.e. accountability for response and file closing timelines, number of comebacks and quality standards (i.e. factual accuracy, content, grammar, tone and style) to ensure a favourable customer reaction and increase loyalty.
• Clarify procedural, technical and legal issues with regards to claims and compensation.  Intervene and resolve serious cases escalated by junior team members.
• Reinvestigate cases where passengers are not satisfied with the initial response, service recovery or compensatory offer and bring the case to a successful conclusion.  Proactively work with key internal stakeholders, to win back valuable clients who have withdrawn their business from Emirates due to customer dissatisfaction issues.
• Compile and analyse statistical data in relation to customer feedback; prepare regular reports for Senior Management, highlighting trends and make recommendations on policy/procedural change relating to customer care, service recovery and delivery.
• Investigate and identify areas for improvement in the customer service product and service delivery processes through participation in and observation of service situations to improve services and reduce complaints. 
• Manage the service recovery budget, ensure customer satisfaction is achieved in the most cost effective manner without compromising product and service quality.
• Drive CASA projects collaborating with peers and different business units to achieve the most productive, cost effective and responsive quality solution for all complaints and issues raised by customers. 
• Plan and implement service recovery tactics for the customer affairs team, to improve the handling of customer complaints and service recovery initiatives.
• Evaluate all letters from complainants’, solicitors/law suits and liaise with relevant stakeholders to ensure appropriate action is taken and on occasions this may also involve having to represent the Company’s interest in any relevant court proceedings.
• Meet with customers to personally deal with situation of serious gravity and complexity and potential loss of revenue or damage to Emirates image.

Minimum qualifications & experience

• Extensive experience in a service industry with experience of managing a multi-functional operational team.
• Degree or Honours related to Sociology, Psychology, Commerce or Business Administration.
• Working knowledge of airline operational facilities.
• Analytical and report writing skills.
• Computer literacy in MS Word, Excel and E-mail including expertise in statistical analysis, data reporting and extrapolation.
• Knowledge of and exposure to multi-ethnic cultures in a travel and tourism context would be an advantage.
• The job holder is responsible for adhering to the relevant health and safety requirements and safe working practices applicable to their employment.

All applicants must have the legal right to work and live in Australia.  The company will not provide or assist with work permits.