Customer Care Officer

Job description / Role

This role is responsible for managing customer feedback which come through Cesar (system), compiling customer reports, statistics, analysing trend and provides detailed information to the leadership team to improve service standards.

• Reviewing and analysing customer feedback from various sources.
• Creating reports and sharing the findings with the leadership teams.
• Responding to customer feedback on a daily basis.
• Contribute to improving and scaling our customer voice program.
• Contribute to other activities of the customer experience team.
• Engaging with customers to capture deeper insights when needed.
• Remains up to date with Cesar complaints and tracks trend using MS Excel.
• Creates written briefs for the wider Operations Team about key challenges the customer is facing through Cesar analysis.
• Supports the Operations Manager by taking notes in customer facing meetings and distributes amongst the wider business.
• Maintains an action log in preparation for Bi Weekly customer meetings to go through open and ongoing actions.
• Inspires customer loyalty by listening, empathizing, displaying ownership and providing timely communication until resolved.
• Research Customer Comments and Open, Update & Close Alerts. Also understand previous requests, actions taken and root cause.
• Partner with Operations Manager and Data Analytics to prioritize customer experience opportunities and execute them in an agile manner.
• Collaborate with Customer Care leadership team to identify opportunities to improve customer experiences.
• Manage escalated customer issues through resolution that require research, analysis and working across internal & external stakeholders.
• Presents insights to the leadership team bi weekly, trends, corrective actions, frequently raised topics and how we as a business are performing against our action plan.

Salary:
AED 2,000 to 3,300 per month inclusive of fixed allowances.
Additional benefits: Insurances, Ticket and Meals provided by the company

Requirements

• You strive for simple yet wonderful customer experiences.
• You enjoy analyzing qualitative and quantitative data.
• You can empathize with customers, define their core problems, and ideate the solutions.
• Experience building sustainable customer voice programs is a big plus.
• Past customer-facing roles is a plus.
• 1-3 years working experience is desired
• Can start for employment Immediately is preferred
• Applicants who are already in the UAE will be prioritized

About the Company

Making Travel Special is about knowing what customers want. We recognise that by serving our customers, we're also serving their customers. That's why we talk about the promises our customers make. In this way, we delight our customers and their passengers, even as we continue to challenge ourselves to become the most admired provider in the world.

We treat customers like they are our guests. And because they expect food to be good and wholesome, we maintain the highest global quality assurance standards. What's more, our teams of experienced, dedicated professionals go the extra mile to provide innovative, efficient and reliable services for every single one of them.

Over the years, we've become a global player. In the coming decades, we'll continue to transform our industry by staying true to our core values.