VIP Premium Care Coordinator

The VIP & Premium Officer is part of the Customer Care team within the Customer Care unit with the responsibility to manage customer feedback of Premium and VIP customers. The main duty of the position is to ensure that feedback received from VIP & Premium passengers is managed to the highest standards. This role is focused to Customer Care issues relating to all VIPs and Premium passengers (First, Business, Platinum and Gold) through the entire cycle from analyzing the feedback request, leading the investigation process through to finalizing the resolution and necessary response and to submit compensation proposals for approval. The VIP & Premium Officer plays an important role in the continuous improvement initiatives for the company by highlighting recurring caused of service failures and participates in ongoing forums to optimize the Customer Experience Journey Responsibilities: .

Responsible for processing and responding to customer feedback mainly Premium and VIP customers via various communication channels. .

Liaises with functional departments at Head Office and Outstations to gather information and carry our background investigations with regards to customer feedbacks and complaints. .

Formulate and submit approval and final responses to customers using templates as well as entirely unique case responses. .

Applies knowledge and understanding of mandated aviation industry regulations and legal requirements in the complaints management resolution process. .

Applies and interprets policies. .

Required to work to an SLA with qualitative and quantitative KPIs for customer feedback case management. .

Ensures cases are properly analyzed and categorized. .

Proactively identify to management trends of customer complaints and root causes. .

Final approver for case resolutions that do not include compensations .

Contribute to case investigations for GCEO/CCO cases. .

Provide subject-matter expertise to other departments with regards to customer feedback management. Be part of an extraordinary story Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before. Together, everything is possible. Qualifications