Job Description
Kuwait Airways is recruiting for the role of Customer Relation Officer to effectively respond to customers’ queries, solve service issues, enhance customer experience and ensure outstanding customer service
Duties and Responsibilities
Your main responsibilities in this role include the following:
Commits to quality service for every passenger and responds to general enquiries with accurate information on Jazeera products or by effectively sourcing relevant & accurate information from necessary sources
Maintains a working knowledge of the current process and relevant support services within and from other connected departments to ensure a better understanding of issues and solutions
Demonstrates knowledge and understanding of passengers with unsatisfied travel experiences of money loss, health and personal schedule troubles
Handles Customer’s complaints & feedback
Handles all guest queries effectively & professionally whilst building rapport and ensuring outstanding quality service is provided
Effectively handle DGCA & Local Authorities Complaints & Lawsuits and escalates issues as required
Investigate claims cases and ensures that company terms and conditions are adhered
Ensures service recovery once the investigation concludes with the passenger’s right to be compensated
Oversee technical implementation of Customer Loyalty Programs across all the channels
Uses technology and software applications effectively in accordance with task requirements
Maintains a high level of service quality ensuring customer satisfaction
Any other task as assigned by Manager
Job Requirements
Minimum 2 Years experience in Customer Service
Preferred background experience in Banking/Automobile/Aviation/Telecommunication
Excellent communication skills in English. Arabic is an added advantage
Attention to detail, quality and meticulousness of tasks
Good appearance
Good knowledge of MS Office, computer applications and office administration work
Creative with new Ideas for immediate implementation for Customer Service & Satisfaction
