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Team Lead - Customer Excellence Center

Closing: Jun 21, 2024

7 days remaining

Published: Jun 6, 2024 (9 days ago)

Job Requirements

Education:

Work experience:

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Job Summary

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Qualification (Minimum)  

  • Degree in related field or Diploma with a minimum 6 years’ experience in aviation
  • IATA/UFTA Foundation and Consultant level (advantageous)
  • Customer service procedures and standards
  • Product and service knowledge
  • Customer Relations Industry knowledge(advantageous)
  • Market and customer trends knowledge
  • Working with Billing systems and understanding (end user experience)
  • Multi-tasking skills and good administrative ability


Responsibilities

Qualification (Minimum)  

  • Degree in related field or Diploma with a minimum 6 years’ experience in aviation
  • IATA/UFTA Foundation and Consultant level (advantageous)
  • Customer service procedures and standards
  • Product and service knowledge
  • Customer Relations Industry knowledge(advantageous)
  • Market and customer trends knowledge
  • Working with Billing systems and understanding (end user experience)
  • Multi-tasking skills and good administrative ability


  • Provide hands-on support and guidance to staff to ensure they deliver the required customer experience, quality of service and personal targets
  • Conduct coaching and training. Communicate, monitor and maintain performance standards
  • Identify areas for development to ensure continuous improvement
  • Resolve escalated customer queries and complaints and provide feedback to customers and matters resolved.
  • Identify opportunities to improve and expand product and service offerings based on the voice of customer
  • Contribute and identify areas for improvement and enforcement of processes and procedures;
  • Identify, accumulate and Analyz statistics that reflect on team’s performance
  • Manage hourly, daily, weekly and monthly productivity for teams
  • Provide regular defined reports and initiatives to improve performance
  • Continuously assess and identify team training needs and recommend interventions to develop their knowledge and skills for effective service delivery


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