Customer Affairs Supervisor - SkyCargo

A World leader in air cargo. We possess a geographical advantage that enables us to reach over 140 destinations across 6 continents. We are able to cater to two-thirds of the world s population in just 8 hours and serve major international trade regions quickly and efficiently. Our SkyCargo group works in partnership to facilitate global trade and connect customers with their destinations. We have a young, efficient, wide-bodied fleet, with ample capacity to transport cargo through our state-of-the-art, multi-airport hub in Dubai and adapt to our customers ever-changing needs. As a Customer Affairs Supervisor in the SkyCargo team, you will provide a comprehensive support service to the department, by being the first point of contact for customer communication received through all channels and endeavour to resolve the complaints. In this role you will: • Support the team with all administrative activities e.g. segregate customer communication, create files and send acknowledgements to customers. Handle voice mail messages and forward any communication to the respective department as appropriate. • Handle customer correspondence [both electronic and paper based] by reading, segregating and capturing data in a timely manner, and sending standard system generated letters in response to both positive and negative feedback from passengers. Thank customers for positive feedback, and keep the appropriate internal departments informed of the feedback. • Resolve assigned complaints by acknowledging, investigating and responding to the customer directly taking a personalised approach and by using a variety of communication methods. Resolve the issue immediately where possible and aim to regain customer confidence, restore the reputation of the company and ensure repeat business. • Investigate assigned cases, co-ordinating with the concerned line departments to determine the cause of the complaint then consult with the Manager for guidance and necessary action especially pertaining to cases of a sensitive nature. Recommend service recovery (from a standardised matrix) suitable for the retention of the customer. • Ensure all communication with customers is within service level agreements i.e. communicate to the customer keeping them informed of progress through to resolution within agreed departmental deadlines. Send appropriate interim replies as relevant so that the passenger is aware of the complaint status. • Assist with data analysis, monitoring of trends and identification of service and product shortfalls deficits, to be provided in monthly reports released by the Manager. • Recommend service, procedural and policy improvements to the Manager and assist with the change process as directed. • Action pre-emptive files in a proactive manner when major flight disruptions, seat defects or in-flight entertainment outages occur. • Handle customer complaints/miscellaneous issues from Blue Skywards and non Skywards members, fully investigate the issues and respond in an appropriate manner to regain customer confidence and ensure repeat business. • Supervise the day to day activities of the Senior Customer Affairs Assistants, managing weekly task allocation, ensuring adequate coverage by managing attendance and leave plans, monitoring day to day performance and handling routine enquiries, including troubleshooting problems as they arise. • Hold a Bachelor's Degree (12+3 or equivalent). • Have 3+ years of experience in the Holidays or Hospitality field. • Possess excellent knowledge of MS Office applications. • Have excellent English communication skills [spoken and written]. • Have good customer service skills including the ability to appease customers with complaints. • Possess good analytical skills including the ability to analyse data. • Have the ability to remain composed and deal with pressurised situations in a professional manner using tact and diplomacy. You will have an edge if you: • Possess knowledge of GDS • Have experience with MARS, MACS and World Tracer