Staff Representative - Customer Care

Description

Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day.

This position is offer in a temporary fixed-term contract.

Job overview and responsibilities

Customer Care assists customers with post-travel assistance and care on a variety of matters. Our goal is to be there for our customers, especially when things don’t go as planned, and address any concerns in a timely and meaningful way.

As a US-based carrier with a global scope of operations, United is subject to laws and regulations in multiple jurisdictions worldwide. Proper compliance with applicable laws and regulations prevents financial penalties or enforcement actions, and also protects our brand reputation. We also respond to legal actions filed by our customers.

Individuals in this role will resolve an array of regulatory (including Israeli Aviation Services Law), customer, attorney claims and legal cases.

Review, research and resolve correspondence and other documents directed to United’s Customer Care and Legal departments, working in accordance with Israeli regulations and laws.
Communicate by email, letter, phone or in person with customers, attorneys and court personnel in Israel and other countries
Represent United in courts and in legal proceedings in person, as required by law; handle demand letters, negotiate with local attorneys/claimants and defend United in local small claims court proceedings
Serve as subject matter expert on Israel and IASL regulations; ensure responses and customer outreach comply with applicable regulations
Properly categorize, document and process contacts in our Customer Care database/applications
Assist our Customer Care Legal / Small Claims team with translations and processing of all legal and regulatory documents

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.

Qualifications

Required

Bachelor's degree or 4 years of relevant work experience
Understanding and working knowledge of IASL, Montreal Convention and other international regulations
Ability to interact professionally with personnel at all levels of the organization, with external business partners, team members, and customers
Ability to work both independently and also collaboratively in a team environment
Ability to work in fast-paced environment and respond quickly and on-time to sensitive issues and maintain confidentiality
Strong organizational, problem solving, initiative, decision-making and presentation skills
Outstanding verbal and written communication skills; excellent negotiation skills
Travel as required
Must be legally authorized to work in Israel for any employer without sponsorship
Must be fluent in English and Hebrew (written and spoken)
Successful completion of interview required to meet job qualification
Reliable, punctual attendance is an essential function of the position

Preferred

Hebrew, English, Law, Journalism or related field a plus
Previous airline or travel/trade experience

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