Skywards Relations Coordinator (Temporary 6 Month Contract)

Job Purpose

To support the delivery of a bespoke concierge experience for Emirates Skywards Elite members and VIP (commercially and strategically important) customers. Build seamless and consistent service experience through customised journey management as well as effectively handling of any requests received. Utilise a wide range of contacts within other EK departments to maintain service quality levels that exceed customer expectations.

Job Outline

• Review processes and identify areas for improvement which will result in improved customer service. Continuously monitor the service offering and ensure that opportunities are identified to improve and enhance the delivery and servicing of the programme.
• Investigate and resolve customer queries by analysing cases, interpreting data and assisting with creation of new process, enhancing existing process and recommending member resolutions, booking/ticketing etc. and respond directly to members via mail, fax and E-mail promptly.
• Co-ordinate with other departments in times of disruption and interact directly with Reservations Services and other departments for any operationally critical requirements ensuring that the impact on Customer is kept minimal.
• Co-ordinate and support the management in making operational and strategic decisions by providing them with vital information e.g. member feedback, process improvements gathered through their day-to-day operational activities. Ensure information is accurately recorded using the correct category and any other documents that need updated are done so in a timely manner (e.g. ad-hoc exceptions/feedback reports).
• Run PNR Health Checks, review PNRs and action pre-checks within the documented and agreed times (e.g. -72hrs, -48hrs, -12hrs) ensuring that all the components are prepared, confirmed and potentially amended for the upcoming journey.
• Review request queues and ensure all are actioned. Monitor mailboxes and action emails as per priority to meet the SLA.
• Clearly understand and adhere to programme policies, procedures and processes as well as Reservation Services and Airport procedures. Stay fully knowledgeable on all aspects of the Skywards Programme, Emirates product and features.
• Review service failures world-wide post and pre-trip. Investigate all complaints which are received and liaise with team members and management to recommend remedial/corrective action. This includes, service recovery, finalising financial settlement and ensuring that the department's best interests are served and that customer loyalty is restored.
• Regularly meet with Programmes Manager/Service Delivery Manager to provide updates on the current service levels, operational and member feedback, necessary operational changes. This should be prepared prior to monthly meetings and also communicated on an ad-hoc basis to ensure that issues are addressed quickly and do not impact the customer experience.
• Escalate when appropriate complaints or member queries to the Programmes Manager. When this is not possible the Relations Coordinator is expected to provide solutions and make decisions using precedents and SOPs and use reasonable discretion.
  
  

Qualifications

Qualifications & Experience

12 Years schooling or equivalent

Experience

3+ Years Customer Service. Customer Relations

Knowledge/Skills

• Airline Operations (Ticketing, Lounge, Check-in etc) or Customer Service experience with exposure to contact centre or customer facing environment.
• Knowledge of Emirates Skywards Programme and/or other Loyalty programmes with experience of dealing with high value customers/front line customer service
• Proficient with Microsoft applications (e.g. MS Office Suite i.e. Excel, PowerPoint, Word, Outlook)
• Strong analytical skills required to drive informed decision-making
• Proven ability to streamline processes for enhanced efficiency and productivity
• Excellent communication skills (Arabic is a plus for this role)