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Location: No. 300 Avenida Paseo (MEX-CTY1)
Additional Locations: None
Requisition ID: 67532
Intro
Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!
Why you'll love this job
The Central Baggage Resolution Office (CBRO) representative is a member of the Customer Care Organization within the Service Recovery Division of American Airlines. CBRO representatives are passionate about assisting customers who have experienced a service failure that impacts baggage and its contents. THis type of customer service is referred to as service recovery.
What you'll do
Service as the single point-of-contact for customers who have experienced a baggage related service failure
Speak on the phone with customers regarding delayed baggage, lost baggage, damaged baggage, missing items and expenses incurred by customers due to service failures.
Use customer service skills to de-escalate difficult conversations, speaking with professionalism and compassion at all times.
Ask probing questions and request documentation from customers that is used to resolve baggage claims (e.g., baggage brand, color and type, specific baggage contents, etc.)
Simultaneously manage customer claims according department timelines
Adhere to government and airlines regulations
Excercise good judgement when making decisions that have customers or financial impact
Correspond with customers via email
Follow customers via email
Follow customer claims through to final resolution
Exceed customer expectations and elevate their experiences
All you'll need for success
Minimum Qualifications- Education & Prior Job Experience
High school diploma
Ability to work a variety of shifts assigned by seniority, according to operational needs
Ability to read, write, fluently speak and understand the native and the English language
Satisfactory attendance required.
Superior verbal and written communication skills.
Preferred Qualifications:
At least one year of customer service experience
Basic computer knowledge (Microsoft Office)
Airline experience
Airport Baggage service office experience
What you'll get
Feel free to take advantage of all that American Airlines has to offer:
Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
Health Benefits: On day one, you’ll have access to your health benefits.
Additional Benefits: Other great benefits include our Employee Assistance Program and discounts on hotels, cars, cruises and more
Feel free to be yourself at American
From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.
Additional Locations: None
Requisition ID: 67532
Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc fully considers all qualified applicants including those with a criminal history.