Text copied to clipboard!
Title
Text copied to clipboard!Airline Customer Service Manager
Description
Text copied to clipboard!
We are looking for an experienced and dedicated Airline Customer Service Manager to join our team. This professional will be responsible for overseeing all aspects of our customer service department, ensuring that our airline maintains a high standard of customer service. The successful candidate will have a strong understanding of customer service practices, and a commitment to constantly improving customer satisfaction levels. They will be responsible for training and managing a team of customer service representatives, handling customer complaints and queries, and implementing customer service policies. They will also be expected to analyze customer feedback and develop new strategies to ensure customer retention. The ideal candidate will have excellent communication and leadership skills, and a strong ability to handle stressful situations.
Responsibilities
Text copied to clipboard!- Manage and lead a team of customer service representatives
- Train staff in areas of customer service and company policies
- Manage customer complaints and queries
- Develop and implement customer service policies
- Analyze customer feedback and develop new strategies to improve customer service
- Ensure customer satisfaction levels are high
- Handle complex and escalated customer service issues
- Monitor and measure customer satisfaction
- Develop and manage customer service KPIs
- Work closely with other departments to ensure a unified approach to customer service
Requirements
Text copied to clipboard!- Bachelor's degree in Business Administration or related field
- Previous experience in a customer service management role
- Strong understanding of customer service practices
- Excellent communication and leadership skills
- Ability to handle stressful situations
- Strong problem-solving skills
- Experience with CRM software
- Ability to analyze customer feedback and make necessary improvements
- Strong team management skills
- Experience in the airline industry is a plus
Potential interview questions
Text copied to clipboard!- How would you handle a situation where a customer is extremely dissatisfied with our service?
- What strategies would you implement to improve our customer service?
- How would you handle a situation where a customer service representative is not performing up to standard?
- Can you describe a time when you had to handle a difficult customer complaint?
- What experience do you have with CRM software?