Customer Care Representative Norwegian

You handle reactions such as complaints , claims but also compliments of KLM’s passengers regarding its complete product (check-in procedure, boarding procedure, the actual flight, the catering, baggage handling etc.). The handling of these reactions is done in such a way that formal obligations from KLM to its passengers are met and that the good relation between KLM and passenger is retained or will be recovered. The department is open from Monday till Friday: 8.30 - 17.30. Tasks As a Customer Care Representative you deal with reactions of passengers within agreed procedures and timelines. You investigate the reaction, decide whether further research on the facts is necessary and decide, within a given time, on KLM’s reaction and possible compensation towards the passenger. In addition, you report trends in passenger reactions and advise on possible improvements. Finally, when product disruption is known in advance, you contact the passenger to inform him/her about the disruption and the offered solution.