Subject Access Request Support Officer

Operational: - Responsible for processing and responding to customer's feedback via various communication channels. Communicate with customers using simple terminologies, oral and written communication should involve a high level of empathy and positive vocabulary, apply knowledge and understanding of mandated aviation industry regulations and legal requirements in the complaints management and resolution process, apply and interpret company policies. Ensure all responses and resolutions are based on fact, well-reasoned and would "hold up in court as factual evidence. - Liaises with functional departments at Head Office and Outstations to gather information and carry out background investigations with regards to customer feedback and complaints. Directly manages the customer facing communication and is the final approver on all cases not leading to compensation. Provide subject-matter-expertise to other departments with regards to customer feedback management. Proactively identifies to management trends of customer complaints and root causes. - Formulate and submit for the Line Manager's approval the final responses to customers using templates as well as entirely unique case responses. - Receive SARs made through the SAR portal, via email, or any other Customer Care channels including the ones received from other employees who may have received SARs directly from the customer. Responsible in validating and forwarding the SAR (Subject Access Requests) to the appropriate member(s) of the SAR Response Team for advice, and action required in responding to the Data Subject within the timelines given set for SAR processing and approved decision matrix. Liaise with the Data Protection Officer in handling SAR requests and getting further advice on its handling. - Provide inputs to the customer feedback database and to the monthly Customer Care Report. - Required to work to an SLA with qualitative and quantitative KPIs for customer feedback case management. - Perform other department duties related to his/her position as directed by the Head of the Department. Be part of an extraordinary story Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before. Together, everything is possible. Qualifications About You - Bachelor’s Degree or Equivalent with minimum 3 years of job-related experience - Conversant in Airline policies and procedures - Customer Relations related background - Travel Industry Experience - Excellent English verbal and written communication skills - Must be analytical and details oriented with good comprehension skills