Customer Relations Officer

• Communicates with commercial (planning & Revenue Management) teams to be updated regarding cancelled, rescheduled, or delayed flights
• Processes compensation for passengers whose luggage is broken or lost, or whose flight has been changed from business class to economy class and ensuring all passenger problems are resolved efficiently and according to company policy
• Generates and sends immediate SMS notifications to affected passengers regarding cancelled, delayed, or updated flight status, ensuring accurate information is delivered and maintaining high levels of customer satisfaction
• Drafts and sends official email communications with detailed information about affected flights, including rebooking options, rights, and compensation procedures
• Checks current flight status on the reservation system and verify all information accuracy against operational updates before sending messages
• Logs all passenger complaints, issues, and resolution steps in the dedicated Customer Relationship Management (CRM) system
• Calculates, obtains approval for, and coordinates with the Treasury Management Team for the timely payout of compensation claims (downgrades, baggage claims)
• Liaises with the Lost and Found for baggage status and the Revenue Management Team for fare difference calculations
• Prepares periodic reports for the Reservation Manager on communication effectiveness, common customer issues, and resolution efficiency

• Bachelor’s degree in business, tourism and hospitality or related field
• Minimum 1-2 years of experience in an airline reservation system / sales / customer service
• Advanced in GDS (Amadeus), Microsoft Office, SMS gateway systems
• Can work under pressure and on shift-bases
• Knowledge in customer service and sales
• Good knowledge of aviation products and technicalities
• Compensation Policy Knowledge
• Fluent in English (Written / Spoken)
• Exceptional Communication skills
• Conflict Resolution & Problem-solving skills
• Strong positivity & Self-motivated
• Attention to details

other language is a plus