Job Purpose:
Manages the CRM section day-to-day activities: enquiries, complaints and communication for UAE and other hubs ensuring productivity is in line with set measures and company’s adopted policies and procedures highlighted in the Service Quality Manual. Identifies commercial and operational pitfalls; recommends, and executes cost-effective solutions that best serve retaining customers and maintaining company’s corporate image.

Key Result Responsibilities:
- Manages customers’ visits, online and phone calls responding to their inquiries and special requests.
- Processes customers’ requests for waivers/adjustments/revalidation/refund on tickets; determines additional charges if any, arranges for billing as per Air Arabia adopted procedures and tariffs.
- Ensures waivers and exceptions granted are justified based on customers’ retention and humanitarian causes.
- Handles/channels customers’ complaints of different nature and source; conducts investigations, identifies problems, analyzes relevant information to assess the validity of customer’s complaints, determines possible causes and implements corrective measures accordingly. Follows up with customers and concerned parties to ensure problems are resolved.
- Resolves disputes/follows up on billing and ticketing arrangements complaints; highlights errors, settles discrepancies, issues compensatory flight tickets, refunds money, ensuring cost-effective solutions are taken and positive corporate image is maintained.
- Maintains the agreed ART (Average Response Time) to customer inquiries and complaints at all times.
- Conducts market surveys; identifies trends in customer service; analyses/ pitfalls and complaints; recommends improvements to enhance customers’ experience and implement best practices in services and operating procedures thus achieving/maintaining high quality in performance to increase sales and market share.
- Supervises the CRM unit incoming/outgoing official communications with external parties such as government authorities, Civil Aviation, Airport, SAS, etc., ensuring abidance by company’s policies and procedures.
- Maintains reports of all transactions executed utilizing the SRA account on regular basis in coordination with Finance team.
- As needed, sets up SOPs and system alerts pertaining to lost/found notifications; follows up on Flight Incident Reports received from operations, solicits sales for new additional services.