Are you positive by nature, emotionally resilient, and motivated by making things right when the customer experience hasn't gone to plan?

Fiji Airways is seeking Customer Care Agents who are passionate about managing customer feedback, addressing service failures, and advocating for customers at critical moments in their journey. This role sits at the heart of the customer experience team and focuses on post travel feedback, service recovery, and issue resolution. You will engage with customers who may be disappointed or frustrated, investigate what went wrong, and deliver fair, timely outcomes that help restore trust in the Fiji Airways brand.

KEY RESPONSIBILITIES

• Listen attentively to customer concerns, questions, or complaints and provide timely and accurate responses, ensuring a satisfactory resolution and preserving a positive customer relationship.
• Investigate and resolve issues related to lost or damaged baggage, flight disruptions, overbookings, or other flight-related matters.
• Collaborate with relevant departments, such as Operations or Baggage Services, to resolve complex issues that require further investigation or coordination.
• Document interactions and maintain accurate records of customer inquiries, issues, and resolutions on Sales Force.
• Build positive and lasting relationships with customers by displaying empathy, patience, and a customer-centric approach.
• Take ownership and accountability for the resolution of issues and concerns at the first point of contact for any customer issues within established guidelines and policies.
• Effectively negotiate with customers on potential claims for service failure and ensuring minimal financial impact to the budget.
• Handle customer complaints, ensuring that issues are resolved within the SLAs, and demonstrating a "can-do" attitude that exceeds customer expectations.
• Engage in opportunities to upsell or cross-sell additional products or services to customers. This involves identifying customer needs and suggesting relevant offerings that may enhance their experience or provide additional value.
• Maintain comprehensive understanding of the company's policies, product and service offerings and effectively communicate the relevant details to customers.
• Analyze customer touchpoint service failures and provide feedback to line supervisor to escalate with internal stakeholders to improve service quality.

QUALIFICATIONS, SKILLS & EXPERIENCE

• Degree level or have significant experience working in a similar customer service environment.
• Advanced Microsoft Excel and Outlook proficiency.
• Awareness of airline's Product & Services, Airport handling functions, refund process and some aspects of customer relationship management.
• Functional knowledge of the Airline Reservations System.
• At least 3 - 5 years of experience working in customer service with frontline customer contact experience.
• Excellent written, verbal and interpersonal communication skills with an ability to listen and question effectively.
• A team player working together to create great first and last impressions.
• Ability to adapt to rapidly changing environment and priorities.
• Able to work weekdays and weekends (a must), we offer flexible schedule.
• Prepared to work on rostered shifts in a fast paced and demanding environment.
• Be technology savvy and have a passion for excellence.
• Fair knowledge on Fiji Airways products and services.
• Be self-directed, have excellent initiative, innovative, be "on the go" and possess organizational skill.