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
  
  

• 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
  
  

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