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