Service Quality Manager at Africa World Airlines

Full time @Africa World Airlines Limited in Manager
  • 00233 View on Map
  • Post Date : November 29, 2023
  • Apply Before : December 29, 2023
Email Job
  • Share:

Job Detail

  • Offered Salary 0
  • Career Level Manager
  • Experience 8 Years +
  • Qualifications Degree Bachelor

Job Description

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‚Äô experience in cabin services or 5 years as a Sales Supervisor or 5 years as a Duty Manager
  • A master‚Äôs 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‚Äô expectations are met.
  • Manage the Company‚Äôs 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.

Other jobs you may like