Job Description

• 
  Responsible for instituting, monitoring and improving customer satisfaction measures (NPS, CSAT, CES) by driving cross-departments initiatives to review existing service quality and problem solve customer service matters to improve customer experience.
• Strategize and execute timely and effective customer communications with internal and external stakeholders, and escalation of any incidents or issues.
• Report customer service performance to senior management with a view towards continuous improvement, putting the customer at the centre of our growth plan.
• Act as the internal customer champion and responsible for the development of a customer experience framework across the various touchpoints in the customer journey.
• Analyse “Voice of the Customer” feedback received on-ground, through digital surveys and via the Call Centre.
• Support the department’s refund and disruption management    

Requirements:

Years of experience, qualifications/certifications/licenses and attributes required for the role

• Minimum a Diploma holder with 5 years working experience 
• Proven experience and ability in a customer/service delivery focused environment.

Key Skills:

• A team player with excellent interpersonal and communication skills.
• Experience in developing / managing customer experience or journey frameworks 
• Familiarity with customer satisfaction indices and ratings and systems that track and implement these measures for organisations of scale
• Independent, resourceful, analytical, and able to solve problems effectively
• Project management and/or experience in interfacing between business and IT projects
• Ability to demonstrate effective change management in a fast growing, dynamic organization

Experience from within the aviation industry would also be advantageous but not

Skills Required

• Team Player
• Aviation