Job Title: Executive – AO&CS in the role of CBTU (Centralized baggage Tracing Unit)
Roles & Responsibilities
- Call the customers & keep them updated on the progress of their baggage tracing till the bag is recovered.
- Shall run World Tracer Reports every hour and maintain and update Master Excel
- Shall perform matches with OHD (On Hand Bags)
- On positive confirmation, coordinate with airports to ensure baggage is delivered to customer on priority.
- In case of no positive match found, coordinate with destination airport (where missing/damage file was created) to get real time status of the bag or claims.
- Once the bag is out for delivery ensure airport creates Baggage Delivery Order
- Update World Tracer files on real time basis from creation till closure.
- Initiate compensation process on MHB portal once the baggage is declared lost.
- Once the compensation amount is approved on MHB portal, coordinate with finance and customer to ensure compensation is paid out swiftly.
- Follow up with AOCS ISC/Finance till the compensation is approved.
- Maintain MIS on performance (KPIs)
- Shall outreach the customer every 8 hours and keep him/her updated, basis the status and comments in AHL/DPR file.
- Shall update the World Tracer - AHL/DPR /Stock ledger and baggage proration files on real time basis
- Keep the customer updated on the progress of the case till the time compensation is received.
- Ensure calling is done to each and every customer daily and work on high ageing cases
- Prime responsibilties is to minimize customer complaints on different channels and reduce over all ageing of Mishandled, damaged settlement cases.
