SkyCargo Courier Express - Customer Relations Coordinator The Emirates Group

Within this role you will in co-ordination with the team and department manager, ensure all customer complaints are objectively investigated, analysed and responded to, thereby securing the goodwill and retention of the customer and maintaining the image of the business as a service-oriented organisation and a trusted business partner. Support in the development of reports and recommend ways and means of overcoming service shortfalls, increase process efficiencies up-sell/cross-sell opportunities to enhance the scope of business and increase the value proposition of the business.

• Plan
  -Identify trends in product and service flaws uncovered during investigations and advise the section heads so that relevant amendments/enhancements/improvements are made to products and service thereby avoiding recurrence of customer complaints.
  -Acknowledge all customer compliments and thank customers for their positive feedback keeping the appropriate sections informed.
  -Analyse and classify the complaint by sizing it into parts, identify the key issues raised by the customer and co-ordinate with relevant departments ensuring that all issues raised by the customer are thoroughly investigated.

• Deploy
  -Acknowledge and be receptive to customer complaints both verbal & written and respond to the customer assuring them that their areas of concern or complaints on service failure are being investigated, thus ensuring that effective service recovery is initiated immediately and the image of the business is safeguarded.

• Lead
  -Regularly discuss investigation reports based on customer complaints and seek approval from appropriate manager on recommended reimbursement, compensation or goodwill gestures in order to restore lost goodwill and ensure repeat business. Ensure relevant stakeholders are copied as appropriate.
  -Maintain a comprehensive database of customer complaints, feedback and compliments in order to generate monthly reports and recommend procedural and policy changes where ever necessary supported by sound analysis.

• Execute
  -Formulate an appropriate reply and provide full explanation to the customer either verbal or written in a sympathetic and empathetic manner in order to restore lost goodwill and ensure repeat business.
  -Ensure that the customers receive an interim reply within the specified time in cases where the investigation is taking longer than expected and advise them that their complaint is being probed further so that the customer is constantly updated on the status of their complaint.