Key Responsibilities 

• Conduct day to day supervision of the pax flights. 
• Ensure speedy actions during flight disruption, delivering clear accurate comments to Customers and internal teams, focus on minimizing Customer dissatisfaction.
• Represent commercial / Customer interests during flight disruption, ensuring any decisions made have minimum impact and Commercial Operations team manage clear speedy Customer communications as per SOPs.
• Maintain systems (incl. change STD - clear flight - canx flight - Queue Management)
• Create all Vouchers that related to flight disruption.
• Maintain notifications that is related to disruption flights (Create & improve & send).
• Ensure that customers' travel smooth by cooperating with IOCC and CEC team.
• Monitor all social media channels, identifying issues early, escalating to relevant team without delay.
• Support CX manager with developing & improving the disruption portal.
• Ensure all data entered into flyadeal systems is accurate and within established guidelines.
• Support CX manager with GACA cases if need it.
• Engage with Customers on social channels using ‘flyadeal voice’ if need.
• Create a positive ‘Customer First’ environment within the CEC with a focus on FCR across Social media channels.

Requirements

• Bachelor’s Degree in any related field. 
• Minimum 2 years’ experience in airline commercial / operations.
• Navitaire apps & understanding of CX platforms & disruption technologies and latest industry trends.
• Understanding of airline / airport operations or experience in customer disruption handling.
• Customer First Attitude.