Duty Manager, Airport Customer Experience Administration

Job Summary

The Duty Manager in Airport Customer Experience Administration plays a critical role in ensuring exceptional customer service and operational excellence at the airport. This position involves overseeing daily operations, managing a team of customer service professionals, and ensuring that all airport procedures are followed to deliver a seamless travel experience. The ideal candidate will have a strong background in customer service, leadership, and the ability to navigate the complexities of airport operations.

Key Responsibilities

• Supervise and coordinate daily airport operations to ensure smooth customer service delivery.
• Lead, train, and mentor a team of customer service agents, fostering a culture of excellence and accountability.
• Address and resolve customer inquiries, complaints, and feedback promptly and professionally.
• Collaborate with various departments, including security, ground services, and airline partners, to enhance the customer experience.
• Monitor performance metrics and implement strategies for continuous improvement.
• Ensure compliance with airport regulations, safety protocols, and company policies.
• Prepare reports on operational performance and customer satisfaction for management review.
• Act as the point of contact for any escalated issues, providing solutions and maintaining high service standards.
• Participate in training programs and workshops to enhance personal and team capabilities.

Required Skills and Qualifications

• Bachelors degree in Business Administration, Hospitality Management, or a related field.
• Proven experience in a supervisory role within the customer service or hospitality sector, preferably in an airport or travel-related environment.
• Excellent leadership and team management skills, with the ability to motivate and develop staff.
• Strong problem-solving abilities and the capacity to handle high-pressure situations.
• Exceptional communication skills, both verbal and written, with a focus on customer engagement.
• Proficiency in using customer service software and Microsoft Office Suite.
• Ability to work flexible hours, including weekends and holidays.

Experience

• A minimum of 3 years of experience in a customer-facing role, with at least 1 year in a supervisory position.
• Previous experience in airport operations or a similar environment is highly desirable.

Working Hours

This position requires flexibility in working hours, including early mornings, late evenings, weekends, and holidays, as the airport operates 24/7.

Knowledge, Skills, and Abilities

• Comprehensive knowledge of airport operations and customer service standards.
• Ability to remain calm and composed in fast-paced and dynamic environments.
• Strong analytical skills to interpret data and make informed decisions.
• Proficient in conflict resolution and negotiation techniques.
• Ability to build strong relationships with team members and stakeholders.

Benefits

• Competitive salary with performance-based bonuses.
• Comprehensive health and dental insurance.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development opportunities and training programs.
• Employee discounts on travel and airport services.
• A dynamic and inclusive work environment.

Why Join

Joining Fresher Jobs as a Duty Manager offers the opportunity to work in a vibrant and challenging environment where you can make a real impact on the customer experience. We pride ourselves on our commitment to excellence and innovation, providing you with the tools and support you need to thrive in your career. Be a part of a team that values integrity, teamwork, and customer satisfaction.

How to Apply

If you are passionate about customer service and ready to take on a leadership role in a fast-paced environment, we want to hear from you! Please submit your resume and a cover letter detailing your relevant experience and why you would be a great fit for the Duty Manager position at Fresher Jobs. Applications can be sent to us with the subject line Duty Manager Application.