Customer Affairs Officer

About the role

The Customer Affairs Officer supports the Customer Affairs Manager in handling escalated complaints, legal cases, and baggage claims, ensuring timely resolution and compliance with airline policies.

Key responsibilities

• Prepare pre‑work for tribunal or court cases, attend hearings, and keep the manager informed of outcomes.
• Liaise with Group Legal or local lawyers to ensure proper response to legal complainants.
• Audit complaint outcomes, update the CRIS database, and report compensation or goodwill gestures.
• Analyse data, monitor trends, and produce monthly reports to identify service shortfalls.
• Recommend procedural and policy improvements and assist with change implementation.
• Handle sensitive complaints in consultation with the manager.
• Assist customers with mishandled baggage, coordinate with relevant departments, and follow up with courtesy calls.

Required profile

• Experience in airport operations, airline customer contact, or travel‑related service industry.
• Familiarity with airline systems such as MARS, MACS, and the World Tracer System.
• Fluency in English and the local language (Portuguese), plus one additional regional language.

Required skills

• World Tracer System
• MARS
• MACS
• CRIS database
• Microsoft Office suite
• Travel agency GDS platforms (e.g., Amadeus, Galileo)

What we offer

• Competitive salary
• Benefits package