Customer Service Manager, Airport Customer Experience

Job Summary

We are seeking a dynamic and experienced Customer Service Manager to lead our Airport Customer Experience team. This pivotal role involves overseeing the delivery of exceptional service to our passengers, ensuring that their journey begins and ends with a positive experience. The successful candidate will develop and implement strategies to enhance customer satisfaction, manage staff performance, and foster a culture of excellence in service delivery.

Key Responsibilities

• Lead and manage the Airport Customer Experience team, ensuring high levels of customer service are consistently delivered.
• Develop and implement service standards and procedures that align with the companys goals.
• Monitor customer feedback and service metrics to identify areas for improvement.
• Collaborate with airport operations and other departments to ensure seamless service delivery.
• Train, mentor, and coach team members to enhance their customer service skills and professional development.
• Handle escalated customer issues and resolve conflicts effectively and diplomatically.
• Prepare regular reports on customer service performance, trends, and insights for senior management.
• Stay updated on industry trends and best practices to continuously enhance the customer experience.

Required Skills and Qualifications

• Bachelors degree in Business Administration, Hospitality Management, or a related field.
• Proven experience in customer service management, preferably in an airport or travel-related environment.
• Strong leadership skills with the ability to motivate and develop a team.
• Excellent communication and interpersonal skills, with a customer-centric mindset.
• Proficient in data analysis and reporting tools.
• Ability to work under pressure and handle multiple tasks simultaneously.

Experience

• Minimum of 5 years of experience in customer service roles, with at least 2 years in a managerial position.
• Experience in the airline or airport industry is highly desirable.
• Demonstrated success in improving customer satisfaction metrics and service delivery processes.

Working Hours

This position requires flexibility to work varied shifts, including weekends and holidays, to ensure coverage during peak travel times.

Knowledge, Skills, and Abilities

• In-depth knowledge of customer service principles and best practices.
• Strong problem-solving abilities and decision-making skills.
• Ability to analyze data and derive actionable insights.
• Proficient in customer relationship management (CRM) software and Microsoft Office Suite.
• Bilingual proficiency is a plus.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off, including vacation and sick leave.
• Opportunities for professional development and career advancement.

Why Join

At Fresher Jobs, we are committed to creating an inclusive and diverse work environment where every employee can thrive. You will have the opportunity to make a significant impact on our customers travel experiences while working alongside a dedicated team of professionals. Join us in shaping the future of airport customer service!

How to Apply

If you are passionate about customer service and have the skills and experience we are looking for, we invite you to apply. Please submit your resume and a cover letter outlining your qualifications and interest in the role to us.