Customer Service Operations Manager
1 month ago
We are seeking a highly skilled and experienced Customer Service Operations Manager to join our team at The International Air Transport Association. As a key member of our Customer Services team, you will be responsible for providing exceptional customer service and support to our global customer base.
Key Responsibilities- Assist operational management in ensuring seamless customer service operations across multiple channels.
- Provide support to key accounts and differentiated service offerings.
- Accomplish customer service and organizational mission by completing related tasks and results as needed.
- Handle escalated queries from CSR/CSS as a subject matter expert, coordinating with internal departments.
- Handle complaints and provide timely solutions.
- Handle customer recoveries by explaining procedures and forwarding required solutions or adjustments.
- Identify new products and services to enhance customer experience.
- Identify and escalate improvement opportunities.
- Improve customer service quality by supporting monitoring of case and call handling of CSR/CSS.
- Organize and impart training to new joiners and subordinates on specific areas of expertise.
- Support Business Continuity Plan requirements.
- Track self-performance and act responsibly towards achieving overall team targets.
- Update job knowledge by attending training and educational opportunities.
- Champion process and project support.
- Support any other tasks as required by the Manager, Global Customer Service Center.
- University degree in business administration or a related field.
- 3-5 years of relevant experience in front office departments.
- Excellent interpersonal skills and ability to communicate effectively with internal and external stakeholders at all levels.
- Strong CRM knowledge and proficiency with MS Office and other IT-related matters.
- Result-driven and demonstrate personal integrity.
- Proactive approach to problem-solving.
- Ability to set priorities and work with speed with a strong customer focus and high level of drive and energy.
- Strong ability to take initiative.
- Ability to work as a strong team player in a dynamic, multi-cultural, fast-paced, and highly demanding environment.
- Ability to demonstrate leadership skills and support management and the team with a proactive approach.
We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.
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