Job Purpose
To support the delivery of a bespoke concierge experience for Emirates Skywards iO members and VIP (commercially and strategically important) customers. Build a one to one relationship with members, ensuring a seamless and consistent service experience through customised journey management as well as effectively handling of any requests received. Utilise a wide range of contacts within other EK departments to maintain service quality levels that exceed customer expectations.Job Outline:
- Review processes and identify areas for improvement which will result in improved customer service. Continuously monitor the service offering and ensure that opportunities are identified to improve and enhance the delivery and servicing of the programme.- Investigate and resolve iO and VIP customer queries including revenue reservations, award booking/ticketing etc. and respond directly to members via mail, fax and E-mail promptly.
- Co-ordinate with other departments in times of disruption and interact directly with Reservations Services and other departments for any operationally critical requirements ensuring that the impact on the iO/VIP Customer is kept minimal.
- Co-ordinate and support the management in making operational and strategic decisions by providing them with vital information e.g. member feedback, process improvements gathered through their day-to-day operational activities. Ensure information is accurately recorded in the CR Logs using the correct category and any other documents that need updated are done so in a timely manner (e.g. ad-hoc exceptions/feedback reports).
- Run PNR Health Checks, review PNRs and action pre-checks within the documented and agreed times (e.g. -72hrs, -48hrs, -12hrs) ensuring that all the components are prepared, confirmed and potentially amended for the upcoming journey.
- Review MARS queues and ensure all are actioned per shift and provide a handover for any pending items at the start of the next shift. Monitor mailboxes and action emails as per priority to meet the SLA. Monitor flight dispersal and pre-advisory messages, handle flight disruptions and make alternative arrangements and re-bookings as necessary.
- Clearly understand and adhere to programme policies, procedures and processes as well as Reservation Services and Airport procedures. Stay fully knowledgeable on all aspects of the Skywards Programme, Emirates product and iO features.
- Review service faliures world-wide post and pre-trip. Investigate all complaints which are received and liaise with team members and management to recommend remedial/corrective action. This includes, service recovery, finalising financial settlement and ensuring that the department's best interests are served and that customer loyalty is restored.
- Regularly meet with iO Relations Manager/Service Delivery Manager to provide updates on the current service levels, operational and member feedback, necessary operational changes. This should be prepared prior to monthly meetings and also communicated on an ad-hoc basis to ensure that issues are addressed quickly and do not impact the customer experience.
- Escalate when appropriate complaints or member queries to the iO Relations Manager. When this is not possible the iO Relations Coordinator is expected to provide solutions and make decisions using precedents and SOPs and use reasonable discretion.
Qualifications & Experience
- Customer Service.Customer Relations : 3+ Years
- 12 Years schooling or equivalent :
- Experience with exposure to a Contact Centre environment Knowledge/skills: CRIS, EasyMars Microsoft applications (e.g. Excel, Word, Outlook) Advanced Fares and Ticketing Knowledge of Emirates Skywards Programme and experience of dealing with high value customers/front line customer service Leadership Role: NO
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