Customer Care Officer – Americas

Specific Accountabilities include:

• Respond to customers in a timely manner according to local Legislation. Responds to complaints and requests for information and assistance, interpret, and explain procedures and policies. Investigate and analyse all customers’ complaints from all communication channels available and independently respond to customer feedback in a timely manner in line with the Departments SLAs.
• Recommend level of compensation for service recovery and settlement of complaints according to QR’s internal policies and procedures.
• Utilize and communicate management information and performance data, to ensure delivery of an effective operation and maximize customer retention.
• Manage a comprehensive database of customer feedback and generates reports.
• Regularly interact with Airport Stations in all QR network, Legal Department and Customer Care Team at Head Office in order to explain cases and seeks inputs on how to solve issues.
• Lead the discussion with local attorneys to handle customer related legal cases in order to address and resolve corporate cases. Represents QR when required on hearings at Court and ensure all responses and resolutions are based on fact, well reasoned and legally sound to ensure that there are no risk implications which may result in legal actions against the Company.
• Liaise with functional departments at Head Office to gather information and carry out background investigations with regards to customer feedback and complaints.
• Work with various internal departments, assist in the negotiation of case resolutions with customers, and mediate where appropriate to ensure a mutually acceptable outcome, ensure retention of the customer.