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Title
Text copied to clipboard!Airline Customer Service Manager
Description
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We are looking for an experienced and dedicated Airline Customer Service Manager to lead and oversee our customer service operations at the airport and across all customer touchpoints. The ideal candidate will be responsible for ensuring the highest standards of customer satisfaction, managing a team of customer service agents, and implementing policies and procedures that enhance the passenger experience. This role requires excellent leadership, problem-solving, and communication skills, as well as a deep understanding of the airline industry and its regulations. The Airline Customer Service Manager will handle escalated customer issues, coordinate with other airport and airline departments, and ensure compliance with all safety and security protocols. Additionally, the manager will be responsible for training staff, monitoring performance, and driving continuous improvement initiatives. The successful candidate should be able to work in a fast-paced environment, adapt to changing situations, and maintain a calm and professional demeanor under pressure. This position offers the opportunity to make a significant impact on the overall customer journey and contribute to the airline’s reputation for excellence.
Responsibilities
Text copied to clipboard!- Supervise and lead the customer service team at the airport.
- Resolve escalated passenger complaints and issues promptly.
- Develop and implement customer service policies and procedures.
- Coordinate with other airline and airport departments for smooth operations.
- Ensure compliance with safety, security, and regulatory requirements.
- Monitor and analyze customer feedback to improve service quality.
- Train, mentor, and evaluate customer service staff.
- Prepare reports on service performance and passenger satisfaction.
- Manage staffing schedules and allocate resources efficiently.
- Handle emergency situations and irregular operations professionally.
Requirements
Text copied to clipboard!- Bachelor’s degree in business, hospitality, or related field.
- Proven experience in airline or airport customer service management.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Ability to handle stressful situations and resolve conflicts.
- Knowledge of airline industry regulations and safety protocols.
- Proficiency in customer service software and systems.
- Flexibility to work shifts, weekends, and holidays.
- Attention to detail and organizational skills.
- Multilingual abilities are an advantage.
Potential interview questions
Text copied to clipboard!- What experience do you have managing customer service teams in the airline industry?
- How do you handle difficult or irate passengers?
- Describe a time you implemented a successful service improvement.
- How do you ensure compliance with airline safety and security regulations?
- What strategies do you use to motivate and train your team?
- Are you comfortable working irregular hours, including nights and weekends?
- How do you handle operational disruptions or emergencies?
- What customer service software are you familiar with?
- How do you measure and report on customer satisfaction?
- Can you provide an example of resolving a complex customer issue?
