On behalf of our client, Lufthansa In Touch, a global aviation group, Manpower Serbia is searching for a motivated candidate to take the challenge and successfully fulfill the position of: Customer Feedback Management Consultant.
– Processing all incoming customer relations inquiries regarding topics before, during and after the travel with Lufthansa in writing or via the telephone in line with the customer relations procedures.
– Processing all incoming customer relations inquiries from all Customers, Lufthansa HON Circle members and First-Class passengers (Priority Channel)
– Handling customer enquiries and claims from customers and debt collectors according to universal conventions and regulations, compensation policies and internal processes
– Analyzing and understanding the customer request, making necessary research via various tools and resources (such as OneRes, Worldtracer etc.) making decisions on the outcome of the claim, issuing claim amounts and finally providing response via written and/or outbound calling
– Taking over special tasks as assigned by Customer Feedback Management
– Proficiency in written customer communication
– Strong proficiency in English language (written and verbal)
– Strong proficiency in German language, written and verbal
– Demonstrated experience in de-escalating handling of complaints