Brief Description
Reporting to the Customer Relations and Excellence Manager, the incumbent will be responsible for effectively supervising, managing and supporting the customer relations executives to ensure the defined Operations departmental standards and measures are achieved, with a view to enhancing customer experience. Ensure that a customer focused, high-performance, high-commitment environment is developed throughout the customer relations operation.
Detailed Description
Provide hands-on support and guidance to staff to ensure they deliver the required customer experience, quality of service and personal targets
Conduct coaching and training. Communicate, monitor and maintain performance standards
Identify areas for development to ensure continuous improvement
Resolve escalated customer queries and complaints and provide feedback to customers and matters resolved.
Identify opportunities to improve and expand product and service offerings based on the voice of customer
Contribute and identify areas for improvement and enforcement of processes and procedures;
Identify, accumulate and Analyz statistics that reflect on team’s performance
Manage hourly, daily, weekly and monthly productivity for teams
Provide regular defined reports and initiatives to improve performance
Continuously assess and identify team training needs and recommend interventions to develop their knowledge and skills for effective service delivery
Job Requirements
Degree in related field or Diploma with a minimum 6 years’ experience in aviation
IATA/UFTA Foundation and Consultant level (advantageous)
Customer service procedures and standards
Product and service knowledge
Customer Relations Industry knowledge(advantageous)
Market and customer trends knowledge
Working with Billing systems and understanding (end user experience)
Multi-tasking skills and good administrative ability
Additional Details
Written and Verbal communication(letter writing, report writing)
Computer skills (MS Word, Excel,PowerPoint)
Problem solving and decision making
Team player
Self-Driven and open to change
Planning and organizing
Attention to detail
Interpersonal skills
Influencing skills
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