Customer Experience Coordinator

Description

At Arajet, we are more than just an airlinewere dream-makers. Our mission is to open the skies for everyone, turning the dream of flying into a reality for more people. We will provide you with a platform for growth, collaboration, and meaningful impact, empowering you to reach new heights in your career while making a real difference in the aviation industry and beyond.

Here, youll be part of a team thats building a legacy and shaping the future of aviation with bold ideas and a shared vision for excellence, redefining the skies of the Dominican Republic and making the dream of travel accessible to countless individuals.

Join us in bringing more people closer to their dreams, wed be honored to welcome you aboard to the Arajet team.

Vamo Arriba!

The Customer Experience Coordinator operates within a dynamic and customer-focused environment, where the goal is to deliver seamless, efficient, and regulatory-compliant customer experiences. This role requires continuous collaboration with internal teams and third parties as well as the ability to adapt to external factors such as evolving passenger expectations, industry best practices, technological innovations, and regulatory requirements. The position demands agility, attention to detail, and a proactive approach to identifying improvements that enhance customer satisfaction while ensuring alignment with Arajets culture, strategic objectives, and service standards.

Job Summary:

The customer experience coordinator is responsible for leading initiatives within the customer experience teams. This role focuses on continuous improvement through data analysis, process optimization, and customer-centric enhancements. Plays a key role in maintaining regulatory compliance, enhancing customer satisfaction, and ensuring seamless and efficient service delivery.

Job Duties and Responsibilities:

• Drive initiatives to enhance all areas of the business and improve the customer experience.
• Lead data analysis and process optimization efforts, including but not limited to dashboards, RPA, AI, and other automation tools.
• Identifies opportunities to enhance dashboards and reporting tools, submitting improvements that enable data-driven decision-making and support strategic objectives.
• Designs and implements initiatives to streamline, improving efficiency and customer satisfaction.
• Develops and updates internal service protocols, customer-facing policies, FAQs, website and procedures to ensure consistency, clarity, and compliance across the entire customer journey.
• Execution of the initiatives to measure and improve customer sentiment through NPS, CSAT, CES, and feedback tools, and implements strategies to enhance the passenger experience.
• Follows up on cross-functional teams and initiatives to ensure deliverables meet defined success criteria and align with company objectives.
• Compliance with customer rights regulations and Arajet policies and procedures.
• Keeps customer experience matrices and processes, policies and protocols updated for scenarios such as delays, overbooking, baggage handling, and complaints, ensuring regulatory adherence and operational readiness.

Minimum Requirements