Officer/ Executive- AO&CS in the role of CBTU

Role:

Work location:

Role Overview:

• Tracing and recovering delayed or lost baggage.
• Communicating with passengers and airport teams on calls.
• Using systems like WorldTracer for baggage tracking.
• Managing compensation and service recovery processes

Shift:

Fitment Criteria:

Roles & Responsibilities

• Call the customers & keep them updated on the progress of their baggage tracing till the bag is recovered.
• Shall run World Tracer Reports every hour and maintain and update Master Excel
• Shall perform matches with OHD (On Hand Bags)
• On positive confirmation, coordinate with airports to ensure baggage is delivered to customer on priority.
• In case of no positive match found, coordinate with destination airport (where missing/damage file was created) to get real time status of the bag or claims.
• Once the bag is out for delivery ensure airport creates Baggage Delivery Order
• Update World Tracer files on real time basis from creation till closure.
• Initiate compensation process on MHB portal once the baggage is declared lost.
• Once the compensation amount is approved on MHB portal, coordinate with finance and customer to ensure compensation is paid out swiftly.
• Follow up with AOCS ISC/Finance till the compensation is approved.
• Maintain MIS on performance (KPIs)
• Shall outreach the customer every 8 hours and keep him/her updated, basis the status and comments in AHL/DPR file.
• Shall update the World Tracer - AHL/DPR /Stock ledger and baggage proration files on real time basis
• Keep the customer updated on the progress of the case till the time compensation is received.
• Ensure calling is done to each and every customer daily and work on high ageing cases
• Prime responsibilities is to minimize customer complaints on different channels and reduce overall ageing of Mishandled, damaged settlement cases.

Core Skills Required:

• Excellent Communication Skills (verbal and written)
• Active Listening and comprehension
• Customer Service Orientation
• Problem-Solving Abilities
• Multitasking and Time Management
• Prior experience in a BPO or customer support role (Optional)