Global Customer Relations Specialist - Disability Claims/CRO

Are you passionate about the aviation industry? Are you looking for a great working environment, where your employer values your opinion and promotes innovation?

Our team is ready to welcome a new member who shares the same passion for connecting people, cultures and economies in a sustainable way!

Tasks

Your main tasks include, among others:

• Investigate worldwide complaints from passengers with disabilities. Research may include written or verbal communication with the parties involved in the dispute, the US DOT, and other internal stakeholders
• Maintain complete records for all CRO claims in the Customer Data Base including accurate coding and legal deadlines for DOT reporting and compliant responses
• Manage a portfolio of disability related claims including screening of all claims for passengers traveling to or from the US worldwide to ensure they are handled within legal deadlines and according to the DOT part 382 to prevent fines and violations
• Handling Customer Feedback across all categories adhering to the global CFM handling process established by FRA AE/SO
• All other tasks as assigned
  
  

Benefits

• Healthcare
• Education
• up to 60 Sick Days
• Long Disability
• Family Policy
• Employee Assistance Program
• 15 Vacation Days
• Short Disability
• Flex Holidays
• 401k plan
• Commuter Benefits
• Life Insurance
• Flight privileges
  
  

Requirements

You must fulfill the following requirements:

• Bachelor's degree required
• Educational background in aviation, travel/tourism, hospitality, communications, public relations or comparable industry experience
• Professional training or experience in more than one of the following: tourism, customer relations for travel/tourism, station management, airport operations, Key account management, loyalty program top customer services required
• CRO certification preferred
• Minimum of 5 years’ experience with Customer Service in travel or tourism required
• Fluency in English language required
• German and Spanish language desirable
• Understanding and ability to use Word, Outlook, Excel; PowerPoint as user
• CV/ Resume and Cover Letter required
• Must possess a legal work permit in the U.S. or Canada
  
  

Company

Deutsche Lufthansa AG is a globally operating aviation group. In the financial year 2022 it generated annual revenue of EUR 32,770 bn with an average of 109.510 employees. Deutsche Lufthansa AG is organized into the business segments Network Airlines, Point-to-Point Airlines, the Aviation Services segment with the business segments Logistics, MRO and Catering, and the other companies and Group functions.