Job Description

• Apply well-proven communication and problem-solving skills to guide and assist the dedicated Customer Care Team to respond sufficiently to member queries.
• Increase Customer Care team communication skills with program members and set defined methods of communication and/or responses
• Supervise a dedicated Customer Care Unit and act as the focal point of contact for member inquiries via internal departments.
• Establish a customer satisfaction survey on timely periods that would measure overall customer loyalty and assist in future core program enhancements.
• Conduct regular mystery shopper calls to evaluate team.
• Develop goals & strategies to ensure that the Loyalty department is fully focused on achieving objectives
• Innovate and create quarterly enhancements and initiatives .
• Prepare overall member activity reports (complaints/system issues) on a monthly basis along with any customized ad-hoc reports that would be shared with senior management.
• Review and signoff log report on a weekly basis for changes made by different users.
• Provide quarterly/ monthly/ weekly reports or as per the line manager request on all transaction commenced on concerned period.
• Other ad-hoc tasks as assigned by line manager or director.

BUSINESS METRICS

Direct Influence

Indirect Influence

Customer

• E-Commerce
• Ancillary and Product
• Finance and Accounts
• Sales, Distribution and Alliances
• Flynas Employees
• Flynas Passengers
• Flynas Competitive Advantage

Process

• Loyalty Department Processes and internal Policies
• DOA
• Compliance to flynas Policy.

QUALIFICATIONS/REQUIREMENTS

Knowledge and Experience

• 0-3 years of experience in marketing and customer services.
• Experience in a high-growth, rapidly-changing culture.
• Knowledge in Marketing, Product and Sales Management.

Education and Certifications

• Diploma / Bachelor’s Degree in Business Administration or in an equivalent field.
• Workshop certificates in Marketing and Customer Experience.

MAIN CONTACTS/OPERATING NETWORK

         Internal                              

         External

• Line Manager
• Consultants and Customer Experience Agencies

CORE & LEADERSHIP COMPETENCIES

• Communicate Effectively & Candidly
• Puts the Customer First
• Achieves through Teamwork
• Planning and Organizing
• Concern for Order and Quality
• Professional Knowledge
• Computer literacy

Skills Required

• Marketing
• Sales