Job Title: Customer Service manager

Organization- MNC in Aviation sector

Job Description:

- The role of the Customer Service Manager involves leading and managing the customer service team to ensure passengers have a positive experience from arrival at the airport until boarding their flight.

- This position requires a strong background in customer service management, exceptional communication skills, and the ability to handle high pressure situations with ease.

- The manager will be responsible for developing and implementing customer service policies, training staff, and resolving any issues that arise.

- Collaboration with other airport departments, airlines, and external partners is crucial to ensuring seamless and efficient operations.

Responsibilities:

- Oversee daily operations of the customer service team.

- Ensure all passengers have a positive experience at the airport.

- Develop and implement customer service policies and procedures.

- Train and mentor customer service staff.

- Resolve customer complaints and issues promptly.

- Coordinate with other airport departments and airlines.

- Monitor and improve customer service performance metrics.

- Manage staffing levels and schedules.

- Ensure compliance with airport and airline regulations.

- Handle escalated customer service issues.

- Would be responsible for all the information/concierge desk at the Airport.

- Implement customer feedback and improvement initiatives.

- Maintain a safe and secure environment for passengers and staff.

- Develop and maintain relationships with external partners, Cross functional Team

- Ensure efficient and effective passenger assistance services.

- Monitor and manage customer service budgets.

- Prepare and present reports on customer service performance.

Qualifications:

- Bachelor's degree in Hospitality Administration or a related field.

- Minimum of 8-10 years of experience in customer service management or Airport Operation

- Experience in the aviation or transportation industry

- Preferred Excellent communication and interpersonal skills.

- Proven track record of improving customer service performance.

- Ability to handle high-pressure situations and resolve conflicts.

- Experience in training and mentoring staff.

- Strong analytical and reporting skills.

- Ability to work flexible hours, including weekends and holidays.

Expertise and Qualifications :

- Excellent communication and interpersonal skills,

- Proven track record of improving customer service performance,

- Ability to handle high-pressure situations and resolve conflicts,

- Experience in training and mentoring staff,

- Strong analytical and reporting skills,

- Ability to work flexible hours, including weekends and holidays,

- Proficiency in Microsoft Office and customer service software,

- Strong organizational and time management skills,

- Commitment to delivering exceptional customer service.

Industry preference- Airport/Airline/5 Star Hotel -someone who has been in managerial role and have been in customer service/passenger service role

- Female candidate preferred

- Budget: Upto31LPA including 10% variable

- Contact No.: 9109870890