Etihad Careers: Job Vacancy for Guest Affairs Officer UK & Ireland

Job Title: Guest Affairs Officer UK & Ireland
Country: UNITED KINGDOM
City: Manchester
Closing date: 3 September 2011


Job Description
Communicate directly with Guests in an empathic and timely manner with the aim of resolving their issues and retaining their future business. Guests feel that we are their last resort and the nature of the job is to ensure that we listen, understand and resolve their complaints to the best of our ability. Ensure that all Guest feedback is used in a positive way by the business to improve our standards and procedures, and to promote Etihad as a caring airline.

Requirements
You should either have a Degree in Customer Relationship Management and 5 years related airline experience or a diploma and 7 years airline frontline customer service experience in the airline industry.



You are required to have the following:

Good knowledge of all Microsoft Office applications
A good working knowledge of Customer Relations principles
Airline product and procedural knowledge mandatory
Must possess excellent written and verbal communication skills in English
An additional language, would be an advantage
Basic understanding of ticketing and airline fare rules

Responsibilities
Responsibilities include:

Resolve Guest issues within agreed SLA’s in a Guest centric manner with the aim of retaining business in a cost effective manner; i.e. a win-win proposition without compromising the business.
Handle and close a minimum of 100 cases per month, 75%of issues to be resolved within 14 days. Less than a 20% come back rate, Respond to guests’ comeback in a timely manner. Compensation offered to guests is within specified guidelines escalated cases to be referred to GA Manager Ensure personal Interaction Q reviewed and closed on a daily basis.

Support and deputise for fellow team members when necessary (Be familiar with other team members cases and step in to assist if caseloads permit, or in the absence of team member Update handover document prior to taking more than 5 days leave. Offer counselling and support to Junior staff when required Advise colleagues of any procedural changes that are brought to your attention.

Liaise with, support and advise outstations in all matters relating to case handling and specific trends.
Ensure that the outstation staff are advised of the final reply sent to the guest in order that they are aware of the situation should the guest contact them. Acknowledge and report any shortcoming trends for investigation and corrective action Advise relevant staff / Departments / colleagues accordingly
Review allocated standard template letters and make recommendations for change to Duty Manager

Click here to apply online