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Title
Text copied to clipboard!Head of Customer Service in Aviation
Description
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We are looking for a dedicated and experienced Head of Customer Service in Aviation to lead and develop our customer service team in a dynamic and fast-paced environment. In this role, you will have overall responsibility for ensuring that our customers receive a first-class service experience before, during, and after their journey. You will work closely with other departments such as operations, marketing, and IT to improve the customer journey and ensure that our processes are efficient and customer-centric.
As the Head of Customer Service in Aviation, you will lead a team of customer service representatives, coach and develop staff, and ensure that everyone is working towards common goals. You will analyze customer feedback, identify areas for improvement, and implement strategies to increase customer satisfaction. The role requires a strong leader with excellent communication skills, customer service experience, and an understanding of the unique challenges of the aviation industry.
We are looking for someone with previous experience leading customer service teams, preferably in the travel or aviation industry. You are solution-oriented, have a strong customer focus, and are used to working with KPIs and quality targets. You thrive in an environment where you can take responsibility, make decisions, and drive change. If you want to help shape the future of customer service in aviation, this is the right role for you.
Responsibilities
Text copied to clipboard!- Lead and develop the customer service team
- Ensure high customer satisfaction
- Analyze customer feedback and identify improvement areas
- Develop and implement customer service processes
- Collaborate with other departments to improve the customer experience
- Monitor and report on KPIs and quality goals
- Recruit, onboard, and train new staff
- Handle escalated customer cases
- Develop strategies to improve customer loyalty
- Oversee and improve workflows and systems
Requirements
Text copied to clipboard!- At least 3 years of leadership experience in customer service
- Experience in the aviation or travel industry is a plus
- Strong communication and leadership skills
- Ability to work data-driven and analyze customer feedback
- Good understanding of customer service processes and systems
- Fluent in Swedish and English, both spoken and written
- Ability to motivate and develop a team
- Experience working with KPIs and quality goals
- Problem-solving skills and stress resilience
- Strong organizational and planning skills
Potential interview questions
Text copied to clipboard!- What experience do you have leading customer service teams?
- Have you worked in the aviation or travel industry before?
- How do you handle customer complaints and escalations?
- How do you work to improve customer satisfaction?
- What KPIs have you worked with previously?
- How do you motivate your team in stressful situations?
- What systems and tools do you have experience with?
- How do you collaborate with other departments?
- How do you handle changes in workflows?
- What do you believe is the key to excellent customer service?
