Customer Relations Executive

Overview of role

To resolve customer queries and complaints as speedily as possible to protect and promote the good name of the airline thereby enhancing customer satisfaction, brand loyalty, business growth and profitability.


Job description

Cost Control

  • Initiates cost saving initiatives
  • Monitors utilisation of resources to ensure effective financial cost control, and takes corrective action as required


Customer Complaints Resolution

  • Responds to customer queries and complaints; investigates and resolves queries and complaints in the interests of the customer and the airline; authorizes ex-gratia payments, gifts to compensate customers in the event of a serious short-fall in customer service
  • Maintains records of customer complaints and queries, identifies trends and makes recommendations for appropriate remedial action
  • Resolves product and service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution


Customer Service

  • Maintains effective working relationships with customers, contractors, suppliers and service providers by ensuring adherence to service level agreements and contractual requirements
  • Monitors and reviews delivery of customer service quality standards and identifies weaknesses; evaluates service delivery and initiates appropriate remedial action where necessary
  • Participate in the review and improvement of the quality of each service provided in line with the identified customer feedback and organisational needs


Internal Processes Effectiveness

  • Keeps abreast with the latest developments in Customer Relations and recommends initiatives that lead to process improvement by applying acquired knowledge, skills and best practice
  • Strives to improve performance and business process flow to improve turnaround times
  • Conducts detailed analysis on customer feedback and service recovery data and generates management reports for ongoing product and service improvements


Customer Relationship Management

  • Prepares product or service reports by collecting and analyzing customer information
  • Opens customer accounts by recording account information. Maintains customer records by updating account information

Safety & Quality Management

  • Participates in all pre-tasks hazard identifications and risk assessments
  • Complies with Quality and Safety Management policies and procedures in all activities undertaken in order to minimise unsafe incidents and accidents

Personal Effectiveness

  • Sets and reviews personal work objectives, appraising work performance, identifying areas for development and growth in order to improve effectiveness in the work place


Requirements, Education and Experience

Degree in Marketing or related field discipline

Five (5) years experience in customer orientated enviroment


  • Sound Knowledge of HR best practices
  • Service Orientation
  • High level knowledge of employment legislation
  • Negotiation skills
  • Strategic execution
  • Leasership skills
  • Empathy
  • Commercial Focus
  • Business Knowledge
  • Relationship Management



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