Customer Relations Executive (CDD)

Date: 11 Feb 2025

Company: Air Arabia Maroc (3O)

Location: Morocco

Country: MA

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 (EC261, Montreal Convention), or local passenger rights guidelines.
• Analyze customer reviews and feedback, identify causes of poor customer experience, and close the loop to improve NPS and ratings.
• Highlight customer pain points, avoid service failures, and reduce complaints and negative feedback.
• Aim to maintain high service levels, customer satisfaction, and retention, ensuring targets and CSAT scores are met.

Working Relationships/Communication

Internal:

• Revenue & Network Planning
• Digital & Innovation – Anxillary Revenue, Contact Center, Air Rewards/ Loyalty, Holidays, ISA, E-Business
• Operations – Flight Operations, Ground Operations
• Customer Experience – Cabin Crew
• Sales Teams, Sales Shops
• Marketing
• Finance

External:

• Customers
• GSAs
• GHAs
• Government Authorities
• Civil Aviation Authority

Qualifications

• 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
• Moroccan Nationality is a must

Work Experience

• 3+ years of related working experience in customer relations or customer experience role within a consumer-oriented service industry, preferably in aviation.
• Understanding of passenger travel journey, touchpoints, and channels.
• Knowledge of customer retention and service recovery techniques, and their impact on customer loyalty.
• Ability to analyze customer feedback, identify root causes, and suggest improvements.
• Understanding of market trends and emerging practices in CRM/CEM.
• Balance of technical expertise and essential soft skills.

Key Performance Indicators

• Service Levels: Timely response and resolution of customer cases within SLA target.
• Case Ageing: Closure of cases within acceptable ageing thresholds.
• Service Quality: Maintaining the highest quality of service for customer cases.
• Customer Satisfaction: Increasing positive customer feedback and meeting CSAT targets.
• Customer Retention: Ensuring the re-travel of passengers affected by service failures.
• Service Recovery: Compensation spend based on customer tier and entitlement within budget.

Job Details

Seniority Level: Mid-Level

Employment Type: Full-Time

Industry: Business Development & Sales

Application Deadline: 03 March 2025

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