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Title
Text copied to clipboard!Airline Customer Service Supervisor
Description
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We are looking for an Airline Customer Service Supervisor to lead and manage the customer service team within our airline operations. This role is pivotal in ensuring that passengers receive exceptional service from the moment they interact with our airline until their journey concludes. The supervisor will oversee daily customer service activities, manage staff performance, resolve escalated customer issues, and coordinate with other departments to enhance the overall passenger experience. The ideal candidate will have strong leadership skills, excellent communication abilities, and a deep understanding of airline operations and customer service standards. Responsibilities include training and mentoring staff, monitoring service quality, handling complaints, and implementing service improvement initiatives. The supervisor will also be responsible for scheduling, reporting, and ensuring compliance with airline policies and regulatory requirements. This position requires a proactive approach to problem-solving and a commitment to maintaining high levels of customer satisfaction in a fast-paced environment.
Responsibilities
Text copied to clipboard!- Supervise daily customer service operations at airport counters and call centers.
- Train, mentor, and evaluate customer service staff performance.
- Handle escalated customer complaints and resolve issues promptly.
- Coordinate with other airline departments to ensure seamless passenger experience.
- Monitor service quality and implement improvements.
- Manage staff scheduling and shift assignments.
- Ensure compliance with airline policies and regulatory standards.
- Prepare reports on customer service metrics and staff performance.
- Develop and implement customer service policies and procedures.
- Lead initiatives to enhance customer satisfaction and loyalty.
Requirements
Text copied to clipboard!- Proven experience in customer service, preferably in the airline industry.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Ability to handle stressful situations and resolve conflicts effectively.
- Knowledge of airline operations and customer service protocols.
- Proficiency in relevant computer systems and software.
- Flexibility to work various shifts including weekends and holidays.
- Strong problem-solving and decision-making skills.
- Attention to detail and organizational skills.
- High school diploma or equivalent; degree in hospitality or related field preferred.
Potential interview questions
Text copied to clipboard!- What experience do you have in airline customer service?
- How do you handle difficult customer situations?
- Describe your leadership style.
- How do you motivate and manage a team?
- What strategies do you use to improve customer satisfaction?
- Are you comfortable working flexible hours including weekends?
- How do you ensure compliance with company policies?
- Describe a time you resolved a challenging customer complaint.
- What software systems are you familiar with?
- How do you prioritize tasks during busy periods?
