Job Description
Responsibilities:
1. Accurate update and maintenance of files and data related to airline damage pilfer reports (DPR)
2. Ad hoc entering of aviation Damage Pilfer Reports (DPR) claims into the company database, ensuring accuracy at all times
3. Contacting airline passengers via phone and email in line with airline contractual requirements
4. Issuing final settlement of claims within the parameters defined by the airline contract and the Montreal Convention (1999)
5. Ensuring that the final settlement is in the best interests of the client airline and Company while maintaining passenger satisfaction
6. Arranging and following up on the collection of damaged items and the delivery of repaired or replacement items through third-party suppliers
7. Assessment of collected airline passenger luggage to determine whether repair or replacement is the appropriate course of action
8. Ensuring that the Company remains compliant with all data protection legislation through appropriate action and decision-making
9. Ad hoc, but reasonable, requests from supervisors, management, or clients
10. Key Accountabilities: Measurement Indicators ( success criteria) Time Allocation % (Required) Airline DPR claim settlement
11. Using the phone or email as appropriate
12. Settling aviation-damaged luggage claims in line with the Montreal Convention (1999) and client airline requirements under contract
13. Claim settled in line with airline requirements
14. Audited files demonstrate the most cost-effective settlement used
15. Internal KPIs met
16. Audited calls meet documented criteria, including but not limited to DPA, PCI DSS 85 Data entry
17. Airline DPR files
18. Collections
19. Deliveries
20. File received via email. Information entered into DBS without error
21. The logistics partner receives information regarding collection and delivery without error
22. The customer receives the correct settlement, as agreed