Administrative Staff

The VIP & Premium Officer is part of the Customer Care team within the Customer Care unit with the responsibility to manage customer feedback of Premium and VIP customers. The main duty of the position is to ensure that feedback received from VIP & Premium passengers is managed to the highest standards. This role is focused to Customer Care issues relating to all VIPs and Premium passengers (First, Business, Platinum and Gold) through the entire cycle from analyzing the feedback request, leading the investigation process through to finalizing the resolution and necessary response and to submit compensation proposals for approval. The VIP & Premium Officer plays an important role in the continuous improvement initiatives for the company by highlighting recurring caused of service failures and participates in ongoing forums to optimize the Customer Experience Journey