Passenger Relations Assistant Specialist

Tailwind Havayolları A.Ş.

RESPONSIBILITIES:

• Handling the requests of client's reservations such as cancellation, amendment etc on mail or phone channels
• Resolving customer problems and supporting in accordance with the directives of her/his executive
• Contacting the agency and providers regarding the requests of clients and resolving the issues
• Taking the responsibility of the appropriate actions for any issues or complaints that have been detailed on the incoming customer reviews
• Evaluating arriving passenger complaints and case files
• Informing the relevant units about the arrival of passenger complaints (Agency, Representative, Legal Office)
• Follow-up of the process regarding passenger complaints
• Consensus in the payment of compensation for passengers under EU regulations
• Preparing weekly payment request letter and bank instructions and forwarding them to Finance & Accounting Department
• Filing of payment records and keeping them electronically
• Informing company lawyer and lawyer who is working abroad about passenger’s demands
• Knowledge of English and German both in conversations and in writing

COMPETENCIES:

• Success and development oriented
• Planning and organization skills
• Problem solving, solution-oriented
• Customer relations management
• Internal-external customer oriented
• Process development
• Obtaining and using information
• Strong communication and analytical skills