JOB PURPOSE

The role of Manager of Customer Care role is responsible to oversee and enhance the organization's customer service operations, ensuring the effective management of customer complaints and compensation claims across the designated region.

1. This role shall lead a team to achieve performance targets, fostering collaboration with various departments, and implementing strategic improvements to elevate customer experience. By analyzing service trends, addressing root causes of complaints, and advocating for customer needs, the Manager aims to maintain high standards of service quality and compliance with industry regulations. Ultimately, the role is focused on creating a customer-centric culture that drives satisfaction, loyalty, and the company’s positive reputation.

KEY RESPONSIBILITIES

• Oversee the team within the assigned region, ensuring comprehensive understanding and adherence to local laws, compensation regulations, and operational procedures.

• Ensure timely acknowledgment of customer correspondence within 24 hours, setting departmental standards for customer engagement.

• Develop and implement procedures to efficiently organize and fast-track all priority claims, optimizing service delivery.

• Establish and monitor individual and team performance metrics in alignment with departmental goals, utilizing data to drive enhancements.

• Facilitate thorough investigations by coordinating with all relevant departments at headquarters and across the network to address customer complaints effectively.

• Oversee the Compensation Control Procedure and provide necessary updates on the Procedure if required, ensuring accurate reporting of customer compensation related to each complaint and regular updates to senior management.

• Lead analysis of investigation findings, integrating customer comments and identifying areas for improvement.

• Monitor progress on replies from relevant departments, escalating issues to senior management as needed to resolve delays.

• Implement processes to assess and report the origin of customer complaints, ensuring ongoing improvements.

• Analyze and report on premium customers’ perceptions of service/products, using this information to enhance service strategies.

• Point of contact with Legal, Insurance, and PR departments to mitigate risks that could negatively affect the company’s image.

• Verify the accuracy of data logged by analysts throughout the investigation process, ensuring no duplication of claims exists

• Ensure meticulous data entry at every stage of investigation to enhance the accuracy of reports generated

• Maintain accountability for station reports pertaining to the assigned region, highlighting significant disruptions and events to senior management.

• Analyze and monitor repetitive issues, implementing necessary follow-up actions with relevant departments to drive improvement.

• Provide strategic recommendations to senior management on processes, products, or services that could enhance customer service standards.

• Support all airport and office staff dealing with baggage compensation claims through training and resources as required.

• Provide constructive feedback to management regarding frequent errors made by specific staff members in baggage handling.

• Lead initiatives for independent communication with customers, ensuring resolutions for baggage compensation claims are handled professionally.

• Implement guidelines to ensure that priority baggage claims are consistently and efficiently fast-tracked.

• Oversee the investigation and finalization of baggage claims based on detailed reviews, ensuring compliance with company guidelines and industry regulations.

• Ensure timely forwarding of tracing claims to the appropriate departments, facilitating smooth communication with customers.

• Liaise with the Legal, Insurance, PR, and Finance departments to ensure claims are managed effectively, preventing escalation.

• Partner with the insurance department to ensure timely resolution of service recovery cases exceeding manual authority.

• Advocate for prompt communication of any baggage handling issues within the airport or outstations to senior management.

• Validate that final tracing of baggage is conducted before settlement and verify the collection of all necessary documents from customers.

• Ensure that tracing departments complete final tracking before offering compensation, confirming documentation is complete.

• Review and proofread responses and data entries within the CRM system to prevent errors and maintain data accuracy

EDUCATION / QUALIFICATIONS

• Bachelor’s degree in Business administration, Financial discipline or an equivalent major.

• Up to date knowledge on IATA regulations, Montreal Convention, and Warsaw convention consumer courts, EU regulations, Industry practices

EXPERIENCE

• A minimum of 5 years experience.

• Knowledge of Airline reservation systems/DCS/FFP etc would be preferred.

• Experience in customer service principles and practices.

• Experience in any field in the Airline Industry will be beneficial, especially customer services