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Stellenbeschreibung

Dependent on the assignment focus the tasks include the following:

• Handle customer feedbacks to resolution ensuring personalization and compliance to legal and company guidelines and timelines. Provide compensation in accordance with LHG liability and goodwill standards

• Maintain complete records of all legal customer claims received in the Customer Relations database

• Identify and call attention to potential product or service deficiencies that lead to repetitive lawsuit and NEB filings and make recommendations for future avoidance of these claims

• Defense preparations and representations of LHG in small claims court

• Liaise with LHG-lawyer to find satisfactory conclusions to legal claims and avoid setting precedents that contradict the corporate philosophy

• Ensure up-to-date knowledge of current LHG policies and coordinate and develop local processes for more efficient handling of legal cases and avoidance of litigation

• Ensure up-to-date knowledge of EU air passenger rights and Italian ENAC Air passenger protection rights

Ihr Profil:

The ideal Customer Feedback Multi Task Legal Specialist, Italy should meet the following requirements:

• Bachelor degree   (or equivalent experience)   required
• Professional training or experience in more than one of the following: tourism, customer relations for travel/tourism, station management, airport operations, key account management, loyalty program top customer services
• 5 years of industry experience in Customer Relations required
• Excellent written and spoken English and Italian language skills required
• Knowledge of German language desirable
• Understanding and ability to use Word, Outlook, Excel, PowerPoint
• Excellent written and verbal communication skills, flexibility, creativity and a sense of innovation, analytical thinking, persuasiveness, customer orientation, positive disposition
• Working under time pressure
• Traveling on behalf of the company

• Must possess a legal work permit in Italy

Deutsche Lufthansa AG is a globally operating aviation group. In the financial year 2022 it generated annual revenue of EUR 32,770 bn with an average of 109.510 employees. Deutsche Lufthansa AG is organized into the business segments Network Airlines, Point-to-Point Airlines, the Aviation Services segment with the business segments Logistics, MRO and Catering, and the other companies and Group functions.