Responsibilities
As a Customer Relations Specialist you are responsible for coordinating the timely response to customers concerns, complaints and escalations on behalf of this travel account with the goal to providing first contact resolution via the customer's channel of choice. Maintaining high service levels, you will be responsible for delivering outstanding customer recovery throughout the customers journey. You'll be a key point of contact for our customers in the Customer Recovery team. Your communication skills, resilience, problem solving ability, showing care and empathy for our customers, and self-starting attitude will set you up for success in the team.
There will be times that you will be working in the grey, each interaction will be different and there isnt a simple answer for everything. But you will be provided the tools and support, together with your strong problem solving ability, to find the best solution.
What will a normal day look like?
- Receive and assess customers complaint, compliments and questions.
- Analyse the customers concerns to determine the most appropriate approach for resolution
- Respond and resolve customers concerns to ensure a balance between optimum outcomes for the customer and the business in accordance with brand values, company standards and service levels.
- Actively ensure the safety and security of all people, assets, systems and procedures under own control of influence to ensure compliance with safe operating practices, company policies and all regulations.
- Determine the most appropriate way to communicate back with the client, via email or phone.
- Establish ana maintain relationships with internal and extern stakeholders to prioritise, effectively deliver and satisfy the business and customer needs
