Position Overview
Areas of Responsibility : Define specific, permanent areas that requires the role holder to be responsible for taking decisions, delivering results or carrying out a significant amount of activity
Team Leadership:
- Lead and inspire a team of customer delight representatives to deliver outstanding service.
- Provide guidance, support, and mentorship to team members, fostering a culture of excellence and continuous improvement.
- Set clear goals and objectives for the team, monitoring performance and providing feedback for improvement.
Customer Experience Enhancement:
- Develop strategies to enhance the overall customer experience and exceed client expectations.
- Identify opportunities to add the “wow factor” in every interaction, whether through personalized communication, thoughtful gestures, or innovative solutions.
- Responsible for managing existing customer walk-ins in customer lounge.
- Collaborate with other departments to streamline processes and ensure a seamless customer journey from initial inquiry to post-purchase support.
- Responsible for successful events under loyalty programme for existing customers-Post Sales
Relationship Management:
- Build and maintain strong relationships with clients, understanding their needs and preferences to tailor services accordingly, understanding customer profiling.
- Anticipate potential issues or concerns and proactively address them to prevent escalations.
- Act as a primary point of contact for escalated customer inquiries, resolving issues promptly and effectively.
Training and Development:
- Conduct regular training sessions to equip team members with the necessary skills and knowledge to deliver exceptional customer service.
- Stay updated on industry trends and best practices, incorporating relevant insights into training programs.
- Encourage professional growth and development among team members, identifying opportunities for skill enhancement.
Performance Analysis and Reporting:
- Monitor key performance metrics related to customer satisfaction, response times, and resolution rates & social media testimonials.
- Analyse data to identify trends, areas for improvement, and opportunities for innovation.
- Prepare regular reports for management, highlighting achievements, challenges, and recommendations for improvem
Key Responsibilities
Job Requirements : State threshold proficiency/education, qualifications, training and experience necessary to enable and perform the job fully and effectively. (This might not necessarily be the same as the current job holder) |
Academic Qualification | Bachelor’s degree in business administration, marketing, or a related field (preferred) |
Relevant Experience | Proven experience (8+ Years) into customer centric/ customer facing roles.(Preferably from Aviation /Hospitality industry) |
Technical Skills | MIS Reporting, PowerPoint |
Knowledge | - Excellent communication and interpersonal skills, with the ability to build rapport and resolve conflicts effectively.
- Strong leadership abilities, with a focus on team building, coaching, and performance management.
- Analytical mind set, with the ability to interpret data and drive insights to improve processes and outcomes.
- Passion for delivering exceptional customer experiences and a commitment to exceeding client expectations.
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Desired Skillset
Operating Network : Provide the key working relationships/routine contacts the job holder needs to have INSIDE and OUTSIDE the organization to accomplish job and the reason for these interactions. |
Internal | External Nature/ purpose of interaction |