Customer Relations Executive Contrat : CDI

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

Job Purpose:

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

Key Result Responsibilities:

• Handle passenger complaints and claims received from multiple channels including contact centers, sales shops, airports, travel agents, web & app, civil aviation, etc.
• Study customer cases, connect with the internal team for investigation, formulate responses to customers, action the case within SLA, and maintain an up-to-date timeline of case interactions in the CRM.
• Provide the highest quality of service through personalized communication, compliance to internal processes, and accurate system actions.
• Process booking cancellations, booking refunds, travel vouchers, compensation, free tickets, loyalty points, etc. as service recovery and customer retention measures.
• Compensate eligible passengers based on customer tiers, international regulations such as EC261 or Montreal Convention, or local passenger rights guidelines.
• Analyze customer reviews and feedback received from different channels, identify root causes of poor customer experience, and close the loop to improve passenger NPS and ratings.
• Highlight customer pain points and recurring issues to avoid service failures, and reduce complaints and negative feedback.
• Constantly aim at maintaining high service levels, customer satisfaction, and customer retention; ensuring targets, CSAT scores, NPS, and passenger re-travel objectives are always met

Qualifications (Academic, training, languages)

• Bachelor's in business administration, or related customer-management stream from a recognized university
• Training in customer relations, and customer experience
• Proficient in CRM systems, customer feedback management tools, and MS Office suite
• Fluent in English & French.

Work Experience

• 3+ years of related working experience in customer relations or customer experience role within consumer-oriented service industry, preferably in aviation.
• Understanding of passenger travel journey, touchpoints, channels, etc.
• Understanding of customer retention and service recovery techniques, and its impact on customer loyalty.
• Capable of analyzing customer feedback and case data, identifying root causes, and suggesting preventive/corrective actions to mitigate & prevent complaints.
• Capable of understanding market trends and emerging practices in CRM/CEM.
• Employs a balance of technical expertise, and essential soft skills