Customer Escalations Coordinator
About the Role
We are seeking a highly motivated Customer Escalations Coordinator to join our team. This is an exciting opportunity to be part of Europe's Largest Airline Group, which aims to grow to over 800 aircraft and serve 300 million guests within the next decade.
Key Responsibilities
* Monitor and coach staff to improve performance and effectiveness.
* Assist with recruitment and training of new team members.
* Streamline current processes for improved efficiency.
* Handle complaints and escalations efficiently and appropriately.
* Identify recurring or emerging issues and escalate them to relevant channels.
* Investigate and report on all escalations, highlighting areas for improvement.
* Liaise with cross-functional stakeholders to resolve issues and escalate concerns.
* Maintain detailed records of escalations, including customer and internal communications.
* Provide weekly reports to senior management on escalation trends.
* Perform ad-hoc tasks related to customer service.
Requirements
* Proficient in Microsoft Office Suite.
* Natural problem-solving ability.
* High level of interpersonal and written communication skills.
* Detail-oriented with the ability to work independently.
* Flexible, enthusiastic, and excellent communication skills.
About Us
{company} is committed to delivering exceptional customer experiences and providing innovative solutions to meet the evolving needs of our passengers.