Customer Relations- (Stage) Contrat : Stage

Il y a 8 months ago | Aéronautique / Spatial | Casablanca | 79 Vues

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Entreprise

Air Arabia (PJSC), listed on the Dubai Financial Market, is the Middle East and North Africa’s first and leading low-cost carrier flying to over 150 destinations across the world. Air Arabia was the first airline to introduce the low-cost carrier concept in the region and is on a mission to serve all Arab countries and beyond, constantly undergoing aggressive route expansion, taking advantage of its ideally located hubs in the United Arab Emirates, Morocco and Egypt. Over the past years, Air Arabia, through continuous market research and customer feedback, has provided a range of value added services to millions of passengers who chose to fly with the airline's fleet of A320 aircraft. The airline commenced operations in October 2003 and achieved financial break-even from its very first year of services and has been profitable ever since. The airline commenced operations in October 2003 and achieved financial break-even from its very first year of services and has been profitable ever since.
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Company Presentation:

Air Arabia Maroc is part of the Air Arabia Group. Based in Casablanca, Air Arabia Maroc is Morocco's leading Low Cost Carrier (LCC). Focusing on an offer that combines comfort, reliability and excellent value for money, the airline was established in April 2009.

Company address: 04 Rue Carthage, Quartier les Iris, Casablanca

Company name: Air Arabia Maroc

Industry: Airline company

Company Video Links: https://www.youtube.com/watch?v=nXcaeHzMwgs


Adresse

Morocco

Poste

Job Purpose:

  • 3-month internship to support and assist the CRM team members on the day-to-day activities: inquiries, complaints, and communication ensuring productivity is in line with set measures and the company’s adopted policies and procedures highlighted in the Service Quality Manual.

Key Result Responsibilities:

  • The trainee will be in charge of providing the required assistance to the Customer relations team on the following tasks:
  • Handles the complaints received from customers from the drent sources including walk-in visits, e-mails, online, telephone calls, etc. ensuring effective handling of cases that reflects and maintains a positive corporate image of the Airline and protects its interests as well.
  • Resolves disputes, follows up on ticketing complaints, highlights errors, settles discrepancies, issues compensatory flight tickets and refunds money (through cashiers/credit), ensuring cost-effective solutions are taken and positive corporate image is maintained.
  • Manages the customers’ walk-in visits related to obtaining information, complaints or special requests and responds to their inquiries accordingly.
  • Resolves and/or streamlines complaints to respective teams according to nature of complaint and as per adopted policies and procedures ensuring smooth workflow.
  • Conducts necessary investigations to identify problems and analyze relevant information and therefore to assess the validity and eligibility of customers’ complaints.
  • Determines possible causes for complaints and implements corrective measures based on situations, wise judgement, and applicable policies.
  • Follows up with customers and concerned parties to ensure complaints are properly addressed and resolved.
  • Supports the regional managers in resolving customer complaints in the respective area and coordinate with them to ensure corrective and preventive measures are taken based on cases and nature of complaints raised.
  • Manages customers’ requests for waivers, adjustments, revalidation, and/or refund on tickets based on status and causes provided.
  • Negotiates with customers grounds for their requests and complaints ensuring waivers and exceptions granted are justified based on customers’ retention and humanitarian causes.
  • Determines additional charges to be paid by customers, if any, and arranges for billing as per Airline’s adopted procedures and tariffs. Consults with own Line Manager on major exceptions when required.
  • Maintains the agreed ART (Average Response Time) to customer enquiries and complaints at all times.
  • Provides the CRM with feedback on the customer service performance as needed
Profile recherché

Qualifications (Academic, training, languages):

  • Bachelor degree/ Diploma in Management or any stream from a recognized university or equivalent.
  • Proficient in Microsoft Office, Internet and Web Search.
  • Fluent in English & French
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