Air Arabia Customer Service Jobs

Website Air Arabia

Job Description:

Lead the overall Customer Relationship Management (CRM) function across the Group with the aim of improving satisfaction, engagement and customer lifetime value. Responsible for implementing comprehensive and integrated customer satisfaction management solutions that support the entire customer travel lifecycle.

Job Responsibilities:

  • Monitors and ensures that operational related KPIs are achieved for customer relation function across the Group. E.g. Average Response Time; Service recovery expenditure etc.
  • Co-creates along with other business functions and implements a group-wide CRM strategy, for the execution of cost-effective, revenue-protecting customer complaint solutions and service recovery actions.
  • Consolidates and analyzes group -wide reports & customer centric data & trends; recommends to Management, ways and means of overcoming service shortfalls to promote customer satisfaction. Designs and delivers projects which help achieve tangible outcomes.
  • Implements standardized processes & procedures across the group for handling customer complaints / communication and requests pertaining waivers/adjustments/revalidation/refund on tickets and other related issues.
  • Work in close collaboration with the IT team to define requirements and identify the IT infrastructure capable of best supporting seamless engagement, service delivery and recovery at each customer touchpoint.
  • Work cross-functionally with other business functions such as Sales, Ground Operations, Contact Center, Customer Experience, Ancillary services etc. for implementation of projects/ initiatives to improve customer satisfaction.
  • Builds, manages and maintains effective relationships with internal and external stakeholders providing expert advice to achieve desired benefits and business outcomes.
  • Provides direction & guidance to the Customer Relations teams in all Hubs for resolving customer complaints at all stages of the customer journey as well as delivering key insights back to the business.

Job Details:

Company: Air Arabia

Vacancy Type:  Full Time

Job Location: Sharjah, United Arab Emirates

Application Deadline: N/A

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