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For Companies At a Glance
- Tasks: Handle customer complaints with empathy and professionalism to restore confidence.
- Company: Join a leading airline known for its commitment to customer service.
- Benefits: Competitive salary, flexible location, and opportunities for career advancement.
- Why this job: Make a real difference in customer experiences and help shape the airline's reputation.
- Qualifications: Strong communication skills and a passion for customer service.
- Other info: Dynamic work environment with a focus on quality and teamwork.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
The Human Resources Business Partner will be responsible for handling customer complaints, investigating issues, and responding to customers in a professional manner.
- Effectively handle and investigate customer complaints and respond to customers in a personalised, empathetic and professional manner, to regain customer confidence, restore the reputation of the Emirates and ensure repeat business.
- Recommend appropriate compensation or service recovery and manage the file to a successful resolution.
- Thank customers who have sent complimentary letters and ensure relevant departments are informed.
- Ensure communication with customers is within service level agreements i.e., communicate with the passenger keeping them informed of progress through to resolution within agreed departmental deadlines.
- Send appropriate interim replies when the investigation is ongoing, so that the passenger is aware of the status of the complaint.
- Investigate with the concerned departments worldwide and a range of operational systems to determine the cause of the complaint.
- Where required, consult with Group Legal, Corporate Communications, Group Insurance and Commercial departments on those cases requiring a carefully considered business approach.
- Escalate sensitive cases to the attention of your manager for discussion and direction.
- Identify service product flaws and service shortfalls that occur regularly and advise your line manager so that product changes and service delivery improvements can be recommended to Head Office.
- Achieve departmental targets whilst maintaining established quality standards.
- Flexible location: Position may be based in either the London Town Office or in the Manchester Contact Centre.
Job Details
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Customer Service
- Industries: Airlines and Aviation
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Customer Affairs Officer employer: Emirates
Contact Detail:
Emirates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Affairs Officer
✨Tip Number 1
Get to know the company inside out! Research Emirates and their customer service approach. This will help you tailor your responses during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! Since the role involves handling complaints, try role-playing scenarios with friends or family. This will help you respond empathetically and professionally when it counts.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips and might even refer you for the position, giving you a leg up in the application process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll have access to all the latest job openings and updates directly from us at StudySmarter.
We think you need these skills to ace Customer Affairs Officer
Some tips for your application 🫡
Personalise Your Application: When applying for the Customer Affairs Officer role, make sure to tailor your application to reflect your understanding of customer service. Use examples from your past experiences that showcase your ability to handle complaints with empathy and professionalism.
Showcase Your Problem-Solving Skills: We want to see how you tackle challenges! Highlight instances where you've successfully resolved customer issues or improved service delivery. This will demonstrate your capability to investigate and manage complaints effectively.
Keep It Professional Yet Friendly: Your written communication should strike a balance between professionalism and approachability. Remember, you're applying for a role that requires you to connect with customers, so let your personality shine through while maintaining a professional tone.
Follow Up on Your Application: After submitting your application through our website, don’t hesitate to follow up! A quick email expressing your enthusiasm for the role can set you apart and show us that you're genuinely interested in joining our team.
How to prepare for a job interview at Emirates
✨Know Your Customer Service Basics
Before the interview, brush up on key customer service principles. Understand how to handle complaints empathetically and professionally, as this role is all about regaining customer confidence. Be ready to share examples of how you've successfully resolved issues in the past.
✨Demonstrate Your Investigative Skills
This position requires you to investigate complaints thoroughly. Prepare to discuss your approach to problem-solving and how you gather information from various sources. Think of a time when you had to dig deep to find the root cause of an issue and be ready to share that story.
✨Showcase Your Communication Style
Effective communication is key in this role. Practice how you would keep customers informed throughout the complaint resolution process. You might even want to role-play with a friend to ensure you can convey information clearly and empathetically, especially when sending interim replies.
✨Be Ready to Discuss Team Collaboration
Since you'll be working with various departments, think about how you collaborate with others. Prepare examples of how you've worked with different teams to resolve issues or improve services. Highlight your ability to escalate sensitive cases appropriately and how you ensure everyone is on the same page.
