Wednesday, 12 February 2014

Aviation Jobs in Abu Dhabi; Baggage Claims Officer – Guest Affairs

Job Title:    Baggage Claims Officer – Guest Affairs
Job Location:    Abu Dhabi
Employer:    Etihad Airways
Department:    Airport Operations

About Us
Etihad Airways, the national airline of the United Arab Emirates, has in just ten years established itself as the world’s leading airline. “Etihad” is the Arabic word for “union”.
Set up by Royal (Amiri) Decree in July 2003, Etihad commenced commercial operations in November, 2003, and has gone on to become the fastest growing airline in the history of commercial aviation.

Job Description:
Control network baggage claims to ensure that all procedures related to baggage claim investigations and settlement are dealt with to the highest standards and that customer contact is conducted efficiently cordially.

Job Requirements:
Qualification & Education:

  •      Educated to a minimum of high school certification, ideally tertiary education to a minimum of Ordinary National Diploma level.

  •     A minimum of 5 years experience in all aspects of baggage and claims handling and procedure.
  •     A minimum of 3 years experience airport operations with 1 year spent in a front line customer service position with a major airline including experience of handling baggage claims.

Training & Knowledge:
  •     Successfully completed all baggage services and claims related training courses up to the advanced level. Thorough knowledge of passenger and baggage handling procedures and standards.
  •     PC literate and competent with MS Word, Excel.
  •     Must have an excellent command of written and spoken English.
  •     Must have first hand working knowledge of world tracer and other baggage tracing system used on the network.
  •     Must be familiar with the IATA and the industry standards and recommended practices related to the online and interline mishandled baggage handling, tracing and the claims handling including the carriers conditions of carriage related to the passengers baggage limit of liability.

Job Duties:
  •     Co-ordinate network stations, to ensure that they are following agreed and published baggage claims procedures, highlights adverse trends to Ground Services network to the manager baggage services so that remedial action is taken.
  •     Manage network baggage claims (average monthly expenditure of 100,000 AED) for all stations including authorization for payments, ensure passengers claims are genuine, case files are supported
  •     Support the Ground Services Network on regular basis to reduce baggage claims and assist with payments.
  •     Ensure high levels of customer services are delivered to enhance service recovery with all baggage issues
  •     Complete monthly reports for network claims and solutions to reduce claims.
  •     Support the Manager Baggage Services to all operational baggage requirements.

Deadline Date: 22/02/2014