Head of Customer Recovery
- BEOND
- Dubai - United Arab Emirates
- Full-time
وصف الوظيفة
Beond is seeking a dynamic and experienced Head of Customer Recovery to join our team. This role is essential in managing and enhancing the entire customer recovery process to ensure our guests have a positive experience, even in the face of challenges. You will focus on addressing customer concerns, resolving issues, and implementing strategies to improve our recovery efforts. This position involves close collaboration with various departments to ensure an integrated approach to customer recovery.
Responsibilities:
- Develop and implement comprehensive customer recovery strategies that prioritize customer satisfaction and loyalty.
- Lead and manage the customer recovery process to achieve performance targets and deliver exceptional service.
- Analyse customer feedback and recovery metrics to identify trends and areas for improvement.
- Collaborate with key stakeholders, including operations, sales, and contact centre, to ensure effective resolution of customer issues.
- Design and deliver training programs for staff to enhance customer service skills and recovery processes.
- Establish and maintain relationships with customers to foster trust and confidence in Beond's commitment to their satisfaction.
- Monitor industry best practices and stay updated on trends in customer recovery to continuously enhance Beond's processes.
- Prepare regular reports on customer recovery performance and present findings to senior management.
متطلبات الوظيفة
- Bachelor’s degree in Business Administration, Hospitality, or related field.
- Minimum of 7 years of experience in customer service or customer recovery roles, with at least 3 years in a leadership position.
- Strong analytical and problem-solving skills with a customer-centric approach.
- Excellent communication and interpersonal skills, with the ability to work collaboratively across departments.
- Proven ability to handle escalated customer complaints and recover service failures effectively.
- Experience in the airline or travel industry is preferred.
- Proficient in customer relationship management (CRM) systems and data analysis tools.
