Deskripsi Pekerjaan
Join dnata Airport Services as a Customer Service Manager and lead our dynamic team in delivering exceptional airport experiences at Changi. In this pivotal role, you'll oversee end-to-end customer service operations, driving excellence in service delivery and operational efficiency. You'll be instrumental in developing service strategies, resolving complex passenger issues, and fostering a customer-centric culture within our fast-paced aviation environment. This position offers the opportunity to make a significant impact at one of the world's busiest airports while mentoring high-performing teams and implementing innovative service solutions.
As a key leader in our Changi operations, you'll collaborate with cross-functional departments to ensure seamless passenger journeys and maintain dnata's reputation for service excellence. The ideal candidate will bring a passion for customer experience and a proven ability to optimize operations in high-pressure scenarios. If you thrive in challenging environments and are committed to elevating service standards, this role offers unparalleled career growth in the aviation industry.
Tanggung Jawab
- Lead and develop a high-performing customer service team through coaching, training, and performance management
- Oversee end-to-end airport service operations including check-in, baggage handling, and passenger assistance
- Implement and maintain service excellence standards across all customer touchpoints
- Monitor service metrics and implement data-driven improvements to operational efficiency
- Resolve escalated customer complaints and complex service issues with innovative solutions
- Develop service recovery protocols and continuous improvement initiatives
- Collaborate with airport stakeholders to ensure seamless service delivery
- Prepare comprehensive performance reports and strategic recommendations
Kualifikasi
- Bachelor's degree in Business Administration, Hospitality, or related field
- Minimum 5 years of customer service management experience in aviation or logistics
- Proven track record of leading teams in high-pressure airport environments
- Strong knowledge of IATA regulations and airport service standards
- Expertise in service recovery strategies and conflict resolution
- Advanced proficiency in customer service software and CRM systems
- Excellent leadership, communication, and stakeholder management skills
- Ability to work flexible hours including weekends, holidays, and peak travel periods