CUSTOMER RELATIONS COORDINATOR – Part -Time

Job Purpose

JOB PURPOSE Manage and enhance interactions with customers by responding to customer feedback received through multiple channels
Resolve issues and address customer needs effectively to ensure satisfaction and loyalty

JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS

MAXIMUM OF 10
Acknowledge and respond to the feedback received on channels additional to Salesforce such as
butnot limited to
Google as well as other social channels
Facebook
Twitter
LinkedIn etc

Formulate an appropriate reply and provides full explanation to the customer
verbally or in writing
in asympathetic and empathetic manner to restore goodwill and ensure repeat business
In case of customer compliments
acknowledges and thanks customers for their positive feedbackkeeping the appropriate sections informed
In case the investigation takes longer than expected
ensures that the customers receive an interim replywithin the specified time frame to advise them that their complaint is being probed further so that thecustomer is constantly updated on the status of their complaint
Analyse and classify complaints by sizing it into parts
identify the key issues raised by the customer andco
ordinate with relevant departments to ensure that all issues raised by the customer are thoroughlyinvestigated
Identify trends in product and service flaws uncovered during investigations and advise the section headsso that relevant amendments
enhancements
improvements are made to products and service
therebyavoiding recurrence of customer complaints
Regularly discuss investigation reports based on customer complaints and seek approval fromappropriate manager on recommended reimbursement
compensation or goodwill gestures to restore trustand ensure repeat business
Ensure relevant stakeholders are copied as appropriate
Maintain a comprehensive database of customer complaints
Google and in future Sprinklr

feedbackand compliments to generate monthly reports and recommend procedural and policy changes wherevernecessary
supported by sound analysis

Qualifications

Experience MINIMUM QUALIFICATIONS
EXPERIENCE
KNOWLEDGE
SKILLSQualificationsExperience
Airport Operations
OtherKnowledge
SkillsQualification
Diploma or bachelors degree
12
3
in Customer relations
Aviation
Tourism or Hospitality or a relateddisciplineExperience 3
years of experience in Customer Service or Relationship Management Experience in a customer contact department of an airline or tourism industryKnowledge
Skills Proficient in MS office applications Functional knowledge of hospitality units
B2C retail
travel and tourism Adopt a calm and collected approach under pressurised circumstances and project a favourable andcaring image of the company
Friendly demeanour
good inter
personal skillsOther Languages Besides EnglishSafety Sensitive Role
NoCompetencies LevelLeadership RoleNo