Customer Relations Executive

Customer Relations Executive

Job Purpose : Manage relations with passengers by recovering from service failures ensuring retention of loyal customers. Handle passenger claims, complaints, and feedback from multiple channels and work cross functionally with internal & external stakeholders for customer case management as per the policies, procedures, and entitlement.

Key Result Responsibilities

• Handle passenger claims, complaints and feedback received from multiple channels including email, contact center, sales shops, airports, web, in-flight app, travel agents, civil aviation, etc.
• Manage different types of cases, study & analyze the case, acknowledge passenger by sending appropriate first response within due date / time, follow up with internal departments / teams for case investigation, findings or corrective actions, update case history / timeline, inform the passenger with solution, and resolve the case within due date / time.
• Provide highest quality of service through personalized communication, accuracy, follow‑ups & escalations, case validation, compliance to internal processes, and system actions.
• Process credit vouchers, free tickets, air rewards loyalty points, etc. as service recovery and customer retention measures.
• Compensate eligible passengers based on customer tiers, international regulations such as EC261, or local passenger rights guidelines.
• Review and analyze customer feedback from different channels, identify root causes and areas of improvement, close the loop by working closely with relevant stakeholders.
• Highlight customer pain points and recurring issues to avoid service failures and reduce complaints to enhance customer satisfaction.
• Constantly aim at maintaining high service levels and customer feedback, ensuring SLA target and CSAT scores are always met.

Qualifications

Bachelors in business administration, or related customer‑management stream from a recognized university.

Work Experience

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Business Development and Sales

Industries

Airlines and Aviation

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