Customer Service Manager

We are seeking a dedicated and experienced Customer Service Manager to oversee and enhance the overall customer experience with our company's products and services. The ideal candidate will support the development and management of our brand image and reputation, ensuring high levels of customer satisfaction. This role includes managing all order processing, customer resolution, and order expedite teams.

Key Responsibilities:

• Develop and implement customer service policies and procedures to ensure a consistent and high-quality customer experience.
• Lead, mentor, and manage the customer service team, including order processing, customer resolution, and order expedite teams.
• Monitor and evaluate customer interactions and feedback to identify areas for improvement and implement corrective actions.
• Collaborate with other departments to ensure seamless order processing and timely resolution of customer issues.
• Support the development and management of the company’s brand image and reputation with customers.
• Analyze customer service metrics and prepare reports for senior management.
• Address escalated customer concerns and complaints promptly and professionally.
• Stay updated with industry trends and best practices to continually improve the customer service process.

Qualifications:

• Bachelor’s degree in Business, Management, or a related field.
• Proven experience as a Customer Service Manager or similar role in the aviation industry.
• Strong leadership and team management skills.
• Excellent communication, problem-solving, and interpersonal skills.
• Ability to analyze data and customer feedback to develop effective strategies.
• Proficiency in CRM software and Microsoft Office Suite.
• Goal-oriented with a focus on customer satisfaction and service excellence.
• Ability to work in a fast-paced and dynamic environment.