Job Description

Description
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Contact Centers



Contact Centers assist customers with travel concerns, administer refunds, handle flight recovery, conduct quality assurance checks, and more.


Job overview and responsibilities



The Customer Experience Advocate is dedicated to championing the needs of customers throughout the baggage recovery process. This role involves managing communications, providing updates, and ensuring a positive and empathetic interaction with customers facing baggage issues. This role may require individuals to work non-standard hours such as overtime to support peak volumes but does not require work on holidays. This role will also be on a team that supports the Central Baggage Tracing operation seven days a week.


• Serve as the primary point of escalation during the baggage recovery process
• Communicate effectively with internal customers, providing updates and resolving issues with empathy and efficiency
• Communicate effectively with internal customers, providing updates and resolving issues with empathy and efficiency
• Collaborate with the Baggage Recovery teams to enhance overall customer satisfaction
• Proactively resolve issues related to aged bags or lost items


This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.This position is for United Airlines Business Services Pvt. Ltd - a wholly owned subsidiary of United Airlines Inc.



Qualifications
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Required


• Bachelor's degree or 4 years of relevant work experience
• 1 year of admin support or related field
• Customer service, airport operations, warehouse experience
• Strong empathy and problem-solving skills
• Excellent communication and interpersonal abilities
• Ability to work under pressure and manage difficult customer interactions
• Must be legally authorized to work in India for any employer without sponsorship
• Must be fluent in English (written and spoken)
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position


Preferred


• Supply chain, business
• 3+ years of experience in customer/baggage service or advocacy roles, preferably within the airline industry
• Spanish



Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT