Job purpose
In co-ordination with Senior Sales Executive, ensure all corporate customer complaints are objectively investigated, analysed, and responded to, thereby securing the goodwill and retention of the customer, and maintaining the image of dnata Travel as a service-oriented organisation.
Analyse reports on a monthly basis and recommend to the Senior Sales Executive and Operations head on ways and means of overcoming service shortfalls in order to promote the growth of dnata Travel Corporates.
Accountabilities:
- Ensure our Corporate Travel customer relations are managed at an optimal level, increase our Share of Wallet withing Non-Exclusive customers and explore opportunities to upsell and cross sell our products and services to them.
- Identify trends in product and service flaws uncovered during investigations and advise the section heads so that relevant amendments/enhancements/improvements are made to products and service thereby avoiding recurrence of customer complaints.
- Acknowledge all customer compliments and thank passengers for their positive and negative feedback keeping the appropriate sections informed.
- Acknowledge and be receptive to customer complaints both verbal & written and respond to the customer assuring them that their areas of concern or complaints on service failure are being investigated, thus ensuring that effective service recovery is initiated immediately and the image of dnata Travel is safeguarded.
- Analyse and classify the complaint by sizing it into parts, identify the key issues raised by the customer and co-ordinate with relevant departments ensuring that all issues raised by the customer are thoroughly investigated.
- Formulate an appropriate reply and provide full explanation to the customer either verbal or written in a sympathetic and empathetic manner in order to restore lost goodwill and ensure repeat business.
- Regularly discuss investigation reports based on customer complaints and seek approval from Senior Sales Executive and management on recommended reimbursement, compensation, or goodwill gestures in order to restore lost goodwill and ensure repeat business. Ensure that Customer Affairs & Service Audit is copied as per the set system.
- Maintain a comprehensive database of customer complaints, feedback, and compliments in order to generate monthly reports for the Senior Sales Executive and recommend procedural and policy changes wherever necessary supported by sound analysis.
- Ensure that the customers receive an interim reply within the specified time in cases where the investigation is taking longer than expected and advise them that their complaint is being probed further so that the customer is constantly updated on the status of their complaint.
- Managing Salesforce and pipeline
- Support to finance for the effective Credit control management.
- Oversee the Amex data hand-off process, maintaining data integrity, and coordinating with various stakeholders to ensure smooth data transactions.
- Support, co-ordinate and share inputs to Senior Sales Executive on the budget and other review requirements from management.
- Analyse suppliers’ data (both air and others) on a monthly basis and identify opportunity for corporate deals.
- Explore opportunity for MG&E and non-air, corporate leisure business opportunities.
- Analyse service levels to make sure we achieve agreed SLAs and budgeted revenue.
- Updating account management activities in sales force.com.
- Co-ordinate with leisure team and organise leisure clinics in corporate customer premises.
