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Job Description
Summary and Objectives
The customer care team leader position is responsible for providing quality and efficient customer experience to our clients through the daily management of a team of employees including hiring, motivating, recognizing, rewarding, coaching, counseling, training, and problem-solving. Additionally, the position is responsible for assisting the manager with the development, analysis, and implementation of staffing, training, scheduling, and reward/recognition programs.
About Job Description:
- Handles with the team delayed flights in terms of connection inquiries, availability of alternate flights, and hotel accommodation for long transits. Coordinates with Operations/Dispatch on necessary changes and approvals.
- Manages customer complaints received from the Customer Relations Management Section about overbookings, fraud bookings, flight delays, flight interlining, cancellations, misconnections, etc. ensuring proper solutions are applied as per adopted policies and procedures. Escalates complaints to respective departments for settlement as needed.
- Verifies the validity and nature of complaints; processes and follows up on cancellations, refund payments, and credit reimbursements in coordination with Finance Division ensuring corrective measures are processed and applied as per adopted policies and procedures.
- Employs negotiation skills to convince internal or external partners/passengers to accept changes on flight dates for planned alerts resulting from flight overbooking; freezes bookings in case of misconnections ensuring passengers are protected on alternative flights.
- Handles all correspondences related to schedule changes and keeps the stakeholders (Catering Companies, GSA’s, Call Centre Agents, Sales Support & Sales Office) informed.
- Communicates and share the PNLs (Passengers Name List) and ADLs (Additional Name List) about all hubs in case of errors.
- Notifies Operations with Short Connections for early departures (less than 40 minutes) that do not appear on the DCS.
- Monitors SMS delivery system reports; coordinates with ISA support and IT team to rectify any errors in the reservations system or PNRs and SMS delivery failure.
- Prepares function-related statistical and performance weekly/monthly reports such as DNBs (Denied Boarding Passengers due to overbooking), Insurance Refunds, and SMS/Email sent Notifications.
- Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
- Identify performance-related issues, develop an action plan for improvement, and implement corrective action, up to and including termination of employment.
- Ensure service delivered to our customers meets contractual Key Performance Indicators (‘KPIs’) and financial expectations
- Communicate expectations to employees and provide timely updates
- Provide subject matter expertise in handling escalated customer calls as needed
- Stay current on internal work processes, policies, and procedures. Attend required manager development training.
Job Requirements
- 3+ years of related working experience in a similar role in customer relations lead position in any service industry, preferably in aviation; experience with low-cost airlines is a plus.
- Proven record in achieving sales and meeting targets.
- Cost-oriented possesses effective persuasive, negotiation, and problem-solving skills.
- Ability to use a balance of technical expertise, and interpersonal relations to execute new initiatives that support the company’s objectives.
- Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints, and special requests.
- Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.
- Highly motivated individual with skills to develop and coach team members to achieve performance expectations
- Work well under pressure and follow through on items to completion
- Strong communication skills, both written and verbal (English C1)
- Ability to lead the team in multi-tasking, prioritization, and meeting timelines on deliverables
- Ability to mentor, coach, and provide direction to a team of employees
- Willingness to work a flexible schedule
