• Escalation Handling & Case Ownership
• Receive and handle customer escalations from multiple channels including voice, email, chat, and internal referrals.
• Take full ownership of assigned cases from receipt through to closure, ensuring no case is abandoned or overlooked.
• Assess each escalation to determine priority, required actions, and appropriate resolution pathway.
• Apply the escalation matrix correctly, routing cases to the appropriate level or department when beyond personal authority.
• Service Recovery Execution
• Manage service recovery activities within approved authority levels, ensuring commercial decisions are justified and documented.
• Determine appropriate recovery actions based on case merit, customer history, and policy guidelines.
• Process compensation, goodwill gestures, and recovery offers in accordance with delegated authorities.
• Negotiate and communicate recovery outcomes to customers with professionalism, empathy, and clarity.
• Back-Office Operations
• Perform critical back-office activities assigned to the Service Recovery Desk, including case documentation, data entry, and administrative processing.
• Update and maintain the CRM system accurately with all customer interactions, actions taken, and resolution details.
• Process refunds, travel vouchers, and other recovery instruments in line with approved procedures.
• Maintain high-quality documentation standards to ensure audit readiness and knowledge transfer.
• Stakeholder Coordination
• Coordinate with internal departments including Contact Centre Operations, Guest Relations, Commercial, Airport Operations, Revenue, Refunds, Flight Editing, and Digital to achieve timely case resolution.
• Follow up on pending actions with internal stakeholders to prevent case aging and SLA breaches.
• Provide clear and concise handovers at shift change, ensuring continuity of case management.
• Callback & SLA Management
• Deliver all callbacks within agreed service level timeframes, meeting commitment times and quality standards.
• Manage personal callback queue, prioritising effectively and rescheduling where necessary with customer agreement.
• Proactively communicate with customers on case progress, setting clear expectations and following through on commitments.
• Compliance & Quality
• Follow all operational procedures, policies, and guidelines governing service recovery activities.
• Ensure compliance with company policies, customer experience standards, and regulatory requirements.
• Maintain confidentiality and data protection standards in all customer interactions and record-keeping.
• Support irregular operations and critical events as directed, adapting to changing operational priorities.
• Decision Making Authority
• Approve service recovery actions within individual authority limits as defined by the company compensation and service recovery policy framework.
• Determine case prioritisation and sequencing within assigned workload based on urgency, complexity, and customer impact.
• Select appropriate recovery approaches and communication strategies within approved guidelines.
• Escalate cases to the Supervisor when recovery requirements exceed delegated authority or involve exceptional circumstances.
• Make real-time decisions on case handling approaches within established procedures and quality standards.