Job Description

Looking for a dynamic graduate / postgraduate for our Customer Relations team, preferably having a hospitality academic background with min. 10 years of relevant work experience, including min. 2 + years of supervisory role in managing large teams.

 Key deliverables would be:

• Focus on overall customer experience strategy across all touch points – primarily website, mobile, call center, airport, inflight and any other communication / interface that may be introduced
• Develop tools to measure customer satisfaction score (NPS) and take measures to improve it
• Analyze and prioritize customer requirements and develop key metrics that will track service performance
• Spur and drive innovation that creates significant differentiators (industry firsts) in the area of customer service leading to customer delight
• Identify key opportunities/leverage points and expectations in the customer journey experience including pre-flight and post flight to achieve customer satisfaction
• Collaborate with internal stakeholders to define Standards & monitor for performance
• Increase customer delight working with operating departments, review customer service recovery program and processes
• Quality audit customer journey experiences for opportunities to improve service effectiveness among cross-functional areas.
• Develop and deploy service excellence framework. Develop standard operating procedures across line of businesses, particularly in the areas of customer interfaces, including policy & process enhancement
• Track and evaluate team performance against key operating metrics
• Sustain a positive environment where staff (including service partners) display high levels of motivation and excellent team spirit through effective staff engagement efforts and staff recognition schemes
• Monitor quality at all communication channels like Customer Relations (email process) & social media, call center
• To work with key business stakeholders, to build a continuous improvement environment to support an ongoing program of change
• Identify trends and process variations as part of establishing a continuous improvement monitoring system
• To assist in the development and implementation of best-in-class continuous improvement strategy
• To work with other team members and business service departments to devise new support material based on the revised processes, to include training, reporting and systems enhancements
• To actively monitor project risks to foresee/identify potential problems and proactively identify solutions to address in advance
• To ensure the business impact and project objectives/dependencies are identified, reported and managed at all times
• Proficient in the use of Microsoft Office, including Project, Visio, Word, Excel, Outlook, and PowerPoint
• A ‘completer-finisher’ taking accountability for ideas from inception to delivery, in an environment that requires robust metrics to confirm success
• Improving customer service experience, create engaged customers and facilitate organic growth

Skills Required

• Microsoft Office
• Microsoft Excel