Guest Relations Officer

Job Description

To investigate and respond to guest feedback in a timely and appropriate manner. Adhere to SLAs and manage the relationship with guests to help turn a negative experience into a positive one, whilst protecting Etihad’s brand.

Accountabilities

• Fully investigate and resolve the issue, speaks persuasively and convincingly and produces clear concise, error free writing, free of punctuation or grammatical errors
• Manage the expectations of the guest throughout, using the most appropriate channel and avoid conflict escalation
• Engage with stakeholders and fully investigate the root cause of the complaint
• Adhere to company regulatory requirements such as data protection, data privacy etc.
• Ensure careful use of allocated budget used for service recovery
• Use sound judgement when making decisions in complex queries, cases, compensation or conflict resolution
• Sufficiently understands ...