1. Responsibilities : - Handle customer complaints that beyond policy to provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. - Coordinate with Government Authorities to close all the complaint cases via the authority to prevent escalation to the Court of Laws. - Handle the customer feedback via Comment Form which will be handed to passenger during the flight. - Keep records of customer feedback in order to get an update status for management review. Refer unresolved customer grievances or special requests to designated departments for further investigation. - Handke tasks that are critical to maintaining customer satisfaction levels Analyze records of customer inquiries and complaints to identify trends. Qualifications : - University degree in airline business or hospitality management. - Over 1 years of customer service experience. - Specific knowledge: Local laws and Regulation in airline business. Negotiation skill in handling challenging customers and good problem solving skills. - Excellent communicators in written and oral. - Customer orientation & ability to adapt/respond to different types of characters. - Stress tolerance and able to act under stressful circumstances.
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