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Title
Text copied to clipboard!Aviation Customer Service Manager
Description
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We are looking for a highly qualified Aviation Customer Service Manager to lead and oversee customer service operations in an airport or airline environment. This professional will be responsible for ensuring that passengers receive high-quality service from check-in to boarding, as well as during the flight when applicable. The ideal candidate will have previous customer service experience, preferably in the aviation sector, and proven leadership and problem-solving skills.
The Aviation Customer Service Manager will act as a liaison between customers and the company, ensuring that all interactions are handled efficiently, empathetically, and professionally. They will also be responsible for training and motivating the customer service team, implementing customer service policies, and monitoring performance indicators to ensure passenger satisfaction.
In addition, this professional must handle emergencies, delays, and complaints effectively, maintaining the company’s image and customer trust. The ability to work under pressure, make quick decisions, and maintain clear communication with different departments will be essential for success in this role.
If you are passionate about delivering exceptional customer experiences and want to be part of a dynamic and ever-evolving industry like aviation, this is the ideal opportunity for you.
Responsibilities
Text copied to clipboard!- Supervise customer service operations at the airport
- Ensure passenger satisfaction at all stages of the journey
- Train and lead the customer service team
- Resolve complaints and handle emergency situations
- Implement and monitor customer service policies
- Collaborate with other departments to improve customer experience
- Analyze performance indicators and propose improvements
- Ensure compliance with aviation safety standards and regulations
- Manage team schedules and resources
- Provide regular reports to senior management
Requirements
Text copied to clipboard!- Previous customer service experience, preferably in aviation
- Leadership and team management skills
- Excellent verbal and written communication skills
- Ability to solve problems quickly and effectively
- Knowledge of civil aviation standards and regulations
- Availability to work shifts, weekends, and holidays
- Fluency in Portuguese and English; other languages are a plus
- Bachelor’s degree in Business, Tourism, or related fields
- Ability to work under pressure
- Knowledge of reservation and check-in systems
Potential interview questions
Text copied to clipboard!- Do you have experience in aviation customer service?
- How do you handle conflict situations with passengers?
- Have you led teams in high-pressure environments?
- What tools do you use to monitor customer satisfaction?
- Are you available to work shifts and weekends?
- How do you ensure compliance with safety regulations?
- Describe a situation where you resolved a complex complaint.
- Do you have experience with reservation and check-in systems?
- What languages do you speak fluently?
- How do you motivate your team during a crisis?
