To provide 24/7 coverage to resolve live guest issues, flight disruptions, answering guest queries and assist the Online Community Team on all social media channels. To resolve issues and retaining future business as well as driving new business and engagement through proactive service recovery decisions and by answering all enquiries effectively.
Assist the Manager Online Community to develop the Online Community strategy to define the scope of services and ensure alignment to the divisional goals
Manage and coach the team of Online Community Officers to provide the best service standards and complaint resolution in service failures and queries and questions within Service Level Agreements and by utilizing best practice
Liaise with all stations around the network to communicate service recovery plans and resolve issues in the shortest time possible
Manage the formalities, responses and processes and procedures related to Online Community standards and ensure compliance at all times
Plan the handling of Premium guests during delays/disruption including re-issuance and re-validation of guests’ tickets when re-routing takes place to maintain a positive guest experience
Educated to diploma level, ideally in a Social Media/Marketing capacity with at least five years’ frontline community management delivery experience in a social media environment.
Airline standard procedures and policies
Fluency in English
Aims, Sabre, Epiphany