Customer Care Agent
Are you passionate about delivering great customer services in your everyday role, then we would like to hear from you.
Fiji Airways is looking to recruit a Customer Care Agent to perform accurate data capture, categorize complaints and closure in the database. The successful incumbent will also be liable to research and analysing data and reports with the objective of monitoring customer services trends and recommending remedial action to ensure high standards of customer service is achieved.
KEY RESPONSIBILITIES
- Provides a close operational link to the GSA-Baggage Claims ensuring a timely completion of complaints, investigations and reports.
- Conduct investigations and respond effectively and professionally to customer service issues.
- Develops and recommends customer service policies and procedures that reflect customer needs evolving in line with the company’s business goals.
- Identifies product and service defects by working with key service departments to analyze and implement corrective actions.
- Collects and analyze customer service data for all ports in the airline network.
- Compiles and provides regular reports to enterprise, region, and operations / line management to analyze customer feedback in detail and make recommendations for potential trend analysis.
QUALIFICATIONS, SKILLS & EXPERIENCE
- Minimum of a Year 13 (Form 7) pass with some understanding of Airport Handling Functions.
- Awareness of Interline Agreements on FIM, DBC, refunds process, etc.
- Functional knowledge of Airline Reservations System, Inflight Products and Fares & Ticketing.
- At least 2 years working experience in a customer service role with frontline customer contact.
- Excellent written and verbal communication skills.
- Ability to listen effectively to customers.
- Ability to engage and interact with senior level management.
- A self-starter and ability to “think outside the square” and look beyond rules and regulations to achieve results.
- Demonstrates and understands the importance of customer driven service.
Applications are open to all Fijians. Former employees of Fiji Airways or Fiji Link are welcome to apply. All shortlisted applicants will be contacted for next steps of the recruitment process.
