Portuguese Customer Feedback Management Consultant - Peterborough, Canada - Lufthansa InTouch

Lufthansa InTouch

Verified Company

Peterborough, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Purpose of Role:

The Customer Feedback Management Consultant is responsible for processing of customer concerns and claims.

This includes but is not limited to inquiries about baggage, flight irregularities, LH product and service queries, debt collectors and general feedback.

These inquiries are to be clarified and answered quickly, efficiently and in a professional customer-oriented manner using the "Cheetah" processing tool representing the Lufthansa Group.

Work Performed:

Processing all incoming customer relations inquiries regarding topics before, during and after the travel with Lufthansa in writing or via the telephone in line with the customer relations procedures
Processing all incoming customer relations inquiries from all Customers, Lufthansa HON Circle members and First-Class passengers (Priority Channel)
Handling customer enquiries and claims from customers and debt collectors according to universal conventions and regulations, compensation policies and internal processes.
Analyzing and understanding the customer request, making necessary research via various tools and resources (such as OneRes, Worldtracer etc.) making decisions on the outcome of the claim, issuing claim amounts, and finally providing response via written and/or outbound calling
Taking over special tasks as assigned by Customer Feedback Management

Required Knowledge, Skills and Experience:

Proficiency in Portuguese and English written customer communication
Strong proficiency in Portuguese and English language (written and verbal)
Demonstrated experience in deescalating handling of complaints
Experience in working with Cheetah or similar customer feedback handling tools is an advantage

Personal Competency Requirements:

Good Team Player
Excellent communication & interpersonal skills
Must be very detail orientated, and able to multitask efficiently
Flexibility in the alternating processing of written and telephone customer inquiries
Adaptability, patience, and problemsolving competences
High level of persuasiveness
High level of service orientation
Ability to work accurately and with attention to detail
Independent, selfmotivated approach to work
Reliable and empathic personality
No Disciplinary Record on file

Additional Information:

This position is homebased, and the training will be virtual online
You are
REQUIRED to work in our office located, Peterborough, Ontario. Hybrid opportunities can become availableafter 1 year of service with the company.

WE ARE PROUD TO OFFER YOU:

You will be a part of a unique team spirit and culture - we are the best at being In Touch We are driven to be best.

At Lufthansa InTouch, we continuously upskill and train our team to boost your product knowledge and build your confidence in all aspects of service for air travelers.

Competitive Compensation
Comprehensive Health & Dental Benefits
Highly Discounted Airfare
Development Opportunities
International Exchange Programs
World Class Training

Lufthansa InTouch appreciates all applicants for their interest; however, only those selected for an interview will be contacted.
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Lufthansa InTouch Peterborough is an equal opportunity employer. We are committed to ensuring equal employment opportunities for all qualified individuals. Accommodation is available as required under the Ontario Human Rights Code._

Job Types:
Full-time, Permanent

Salary:
$17.50 per hour

Benefits: