Guest Affairs Officer

Country UAE City Abu Dhabi Department Closing date 11 February 2013

Job Purpose Communicate directly with Guests in an empathic and timely manner with the aim of resolving their issues and retaining their future business. Guests feel that we are their last resort and the nature of the job is to ensure that we listen, understand and resolve their complaints to the best of our ability. Ensure that all Guest feedback is used in a positive way by the business to improve our standards and procedures, and to promote Etihad as a caring airline. Responsibilities Resolve Guest issues within agreed SLA’s in a Guest centric manner with the aim of retaining business in a cost effective manner; i.e. a win-win proposition without compromising the business. Support and deputise for fellow team members when necessary Liaise with, support and advise outstations in all matters relating to case handling and specific trends. Review allocated standard template letters and make recommendations for change to Duty Manager Requirements Qualifications and Education:   Either a Degree in Customer Relationship Management and 5 years related airline experience   Or   High school diploma and 7 years airline frontline customer service experience in the airline industry   Knowledge: ·          Good knowledge of all Microsoft Office applications ·          A good working knowledge of Customer Relations principles ·          Airline product and procedural knowledge mandatory   ·           Additional language in French or Arabic   ·          Must possess excellent written and verbal communication skills in English  ·          Basic understanding of ticketing and airline fare rules

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