Baggage Claims Manager - With BPO Airlines Experience Required | ETON

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Job Description:

• Manages first-line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues.
• Ensures client and corporate service, quality and contribution goals are met. Ensures that financial, metric and associate satisfaction goals are met.
• Provides leadership and management to associates. Provides training and development opportunities for supervisory team. Coaches and mentors team supervisors. Regularly conducts supervisor team meetings. Supervises multiple teams for one or more clients.
• Accurate data input and reporting within the Case Management System & Third-Party Systems.
• Accurate compensation payout & amounts issued against claims type.
• Ensure all customer related issues are responded to and handled in line with policies and procedures.
• Create and maintain information records within all feedback cases with accuracy
• Ensure customer feedback is handled within defined service standards and timeframes.
• Action refunds and payments accurately and in a timely manner. Ensure customer compensation payments are recorded accurately and actioned. Managing high workload autonomously.
• Respond directly to customer feedback via email, phone or chat. Decisive, proactive resolution of customer claims within prescribed empowerment guidelines and procedures
• Receive and respond to customer claims being escalated by other departments. Thorough investigation of mishandled baggage, including follow up with internal departments and airports
• Ensure high profile claims are identified and actioned accordingly.
• Good relationships are maintained with all internal departments and external stakeholders.
• Perform other duties/ responsibilities and other task, as the company may deem necessary and beneficial to its business.

Job Qualifications:

• Minimum of two years Operations Manager experience.
• Experience working in Airport Baggage Services
• Preferred – IATA Certificate in Baggage Claims & Proration
• Knowledge of Baggage Claims Handling, Tracing & Proration
• Broad Knowledge of Airline Operations
• At least High School Graduate
• Preferred – bachelor's degree in aviation management or any equivalent or directly related experience
• Experience handling airline baggage services specific tools or information systems:
• Office 365 applications
• SalesForce
• World Tracer
• Brock (BRS)