Brief Description
Job Purpose Statement: Reporting to the
CustomerRelations and Excellence Manager the role will ensure effective
complaint management system and service recovery that enhances customer
loyalty,encourages repeat business translating to business retention and
reduction inoperations cost and achievement of Revenue.
Detailed Description
Timely resolution of customer complaints, while
making follow-ups on compliments or suggestions to ensure business retention.
Analysis of consumer trends and preparation and
distribution of high-level customer service reports for the Business Leadership
Teams for strategy formulation and implementation
Identification of areas experiencing recurrent
service-related challenges within the business and provision of guidance and
support to ensure seamlessness in service delivery.
Management of the Feedback and Service Recovery
system within the entire business network.
Facilitation of data collection from the market through customer forums and meetings with customers
Participation In Business projects to offer customer
centric guidance during strategy formulation and implementation.
Organizing customer forums and meetings across the
business network and enhancing loyalty
Oversee immediate Service recovery in our
international stations.
Improving customer service quality results by
studying, evaluating and making recommendations for re-designing processes;
establishing and communicating service metrics, monitoring and analyzing
results in change implementation
Management of the service recovery processes through
constant evaluation of the existing compensation policies to ensure adherence
to Group Policies and International standards and regulations by developing and
implementing the Customer Service Charter and Compensation Policy.
Analysis of Customer Needs and effective
communication of the same to the Business Strategy and Leadership Teams for
strategy formulation and implementation.
Customer Database Management through collation of
customer information, customer profiling, segmentation and participation in the
development of tailor-made services and products
Preparation and control of service recovery budgets
to ensure satisfactory compensation of aggrieved customers, while monitoring
expenditures to ensure resource and Cost Management
Job Requirements
University Degree or equivalent
Minimum of 5 years’ experience within a
Commercial/Operations environment Customer Relations Industry knowledge (will
be an added advantage)
Diploma in IATA/UFTA is desirable.
Work experience in a customer facing environment
Working with Billing systems and understanding (end
user experience)
Foreign language
World Tracer & Amadeus Knowledge
Additional Details
Excellent demonstrable knowledge of Customer
relations metrics
Excellent written and verbal communication skills
Customer service procedures and standards
A team player with strong interpersonal skills and a
positive attitude
Planning and organisational skills.
Problem-solving skills.
Computer skills (MS office modules)
Numeracy and report writing skills
Results-oriented individual
Exceptional Customer Relations skills
Product and Market Knowledge
How To Apply