Guest Relations Officer Spanish Speaker
Abu Dhabi, United Arab Emirates
Job Description
Purpose:To investigate and respond to guest feedback in a timely and appropriate manner. Adhere to SLAs and manage the relationship with guests to help turn a negative experience into a positive one, whilst protecting Etihads brand.Accountabilities:
- Fully investigate and resolve the issue, speaks persuasively and convincingly and produces clear concise, error free writing, free of punctuation or grammatical errors
- Manage the expectations of the guest throughout, using the most appropriate channel and avoid conflict escalation
- Engage with stakeholders and fully investigate the root cause of the complaint
- Adhere to company regulatory requirements such as data protection, data privacy etc
- Ensure careful use of allocated budget used for service recovery
- Use sound judgement when making decisions in complex queries, cases, compensation or conflict resolution
- Sufficiently understands EY policies and processes to work efficiently and effectively
- Clearly understands the implications of situations and uses sound judgement when making decisions for complex queries, cases, compensation or conflict resolution
- Diploma preferred
- Minimum of 5 years customer service experience, preferably within contact centre in the airline industry
- Excellent communication skills (oral, written) in English, other European languages is an advantage (Spanish, German, Italian etc)
- Pro-active, attentive to details and customer-centric
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Job Detail
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Job IdJD1760059
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationAbu Dhabi, United Arab Emirates
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EducationNot mentioned