System Support Officer

About the role As a system support officer, you will be responsible for assignments/re-assignments of cases that includes GCEO, Executive Management escalations, Social Media, Skytrax posts in a timely manner, also responsible for mediating between various claiming agencies, conducting MS Dynamics checks and procedural training for new joiners in Head Office and Outstation. Responsibilities: .

Prioritizing of assignments and registration of Social Media posts including escalations for higher management. Ensuring the cases are actioned in a timely manner .

Mediating between claiming agencies for pending Customer Care claims, Evaluating and communicating with Customer Care Team and Claim Agency (eg. Aihelp, Yource B.V; Flightright) for pending claims / compensation details to avoid delays in case handling payment, create and share tailored information templates for system integration with the stakeholders .

Raising new and enhancement requests through User Story (Case Management Technical Fault reporting) to ensure smooth system performance. .

Conducting MS Dynamics and procedural training for new joiners in Head Office and Outstation, Updating the team on any changes/new procedures pertaining to case management and MS Dynamics .

Assist in data testing, monitor progress, report lapses for management review - identifying technical (Bugs) errors in MS Dynamics, and escalate to IT Department. .

Updating and maintaining a record for GCEO-Weekly and Case Brief Reports .

Perform other department duties related to Customer Care, which includes handling customer feedback. and provide necessary support in ensuring customer feedback is resolved in a timely manner. .

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.