Jobs in Emirates - career in Emirates - vacancies in Emirates-Customer Service Specialist - Emirates Flight Catering Co. LLC-Jobs in Emirates - career in Emirates - vacancies in Emirates
Applications are invited for the position of Customer Services Specialist
Position within: Commercial & services
Location : Dubai International Airport Terminal 1
Category : General Vacancies
Key Accountabilities
- The Customer Service Specialist is accountable for the EK Cabin Crew ‘incident management reports’ and the EK Service Delivery ‘SLA audit reports’ conducted on a daily basis. This position requires the incumbent to have a full understanding of all work related processes in order to provide the in-flight catering uplift onboard EK departing aircraft, service standards and service level agreements. The candidate is responsible for working with the permanent EK Service Delivery personnel onsite and being the go-between to all the relevant HOD’s / DH’s within EKFC concerning all service failure reports.
- Meets with the permanent EK representatives at EK1 on a daily basis and is accountable for the correct Cabin Crew ‘incident management reports’ being officially assigned to EKFC.
- Accountable for entering and maintaining the Cabin Crew ‘incident management reports’ and the Service Delivery ‘SLA audits’ on the tracking system, to ensure full NCR data analysis takes place and the response times are within the monthly Balance Scorecard target.
- Responsible for following-up with the respective departments to make sure that the NCR’s are returned within 3-days.
- Accountable for consolidating all the internal NCR responses from the HOD’s / DH’s with regard to the Cabin Crew ‘incident management reports’ and the Service Delivery ‘SLA audits’.
- Carries out ‘root cause’ analysis on the returned responses and has follow-up discussions with the concerned HOD’s / DH’s to determine the real reason for the service failures.
- Responsible for entering the official feedback to EK in their CAT360 system.
- In charge of producing a monthly report on the Cabin Crew ‘incident management reports’ and the Service Delivery ‘SLA audits’ to determine trends analysis and seek corrective action feedback so this can be passed onto the permanent EK representatives positioned at EK1.
- Liable for the internal database on Cabin Crew and Service Delivery service failure reports, ensuring that we do not exceed an external response time of 7-days.
Job Details
| Posted Date: | 2020-12-09 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Hospitality and Tourism |
| Company Industry: | Catering, Food Service, & Restaurant |
Preferred Candidate
| Career Level: | Mid Career |
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Jobs in Emirates - career in Emirates - vacancies in Emirates-Customer Service Specialist - Emirates Flight Catering Co. LLC-Jobs in Emirates - career in Emirates - vacancies in Emirates
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