Job Description
Qualifications, Experience & Skills
Competence (Knowledge/Skills/Abilities)

• Must possess excellent customer service skills
• Must exhibit a high degree of confidentiality
• Must possess excellent communication, influencing, and interpersonal skills at all levels.
• Must have people & time management ability
• Must be self-motivated and willing to take initiative
• Must possess evidence of being a team player and able to work in a collaborative environment with minimal supervision
• Must be proactive with an ability to prioritize tasks and multi-task as needs change
• Must be detail and results-oriented
• Must be flexible and able to adapt to change.
• Must possess administrative skills
• Must be cost-conscious
• Must possess a data-driven mindset
• Must have a working knowledge of KIU, CRM.

Qualification and Experience

• A minimum of a first-degree
• 10 years’ experience in cabin services or 5 years as a Sales Supervisor or 5 years as a Duty Manager
• A master’s degree in related courses is an added advantage
• Concise presentation skills

Key Taskassessments

• Ensure customer satisfaction across all service points by constantly engaging both internal and external customers to ensure their expectations are met by resolving complaints promptly.
• Provide feedback on the efficiency of the customer service process and create a marketing intelligence system based on the feedback to inform marketing decisions and new services.
• Direct complaints and unresolved issues to the appropriate department promptly.
• Ensure a convenient customer journey across service points (enquiries, ticketing, check-in points, etc.) through monitoring and relationship systems.
• Draw up a corrective action plan from service quality audits and ensure the findings are closed.
• Train and Supervise Customer Service Representatives.
• Conduct periodic assessment of our services using various survey technics to make sure customers’ expectations are met.
• Manage the Company’s passenger loyalty program
• Build relationship with frequent fliers for each route operated by AWA for repeat business and retention rate.
• Perform oversight responsibility on frontline outsourced functions and ensure value for money.
• Perform weekly no-show passenger audits and recommend corrective actions.