Uganda Airlines Customer Experience/Service Quality Manager Jobs in Uganda

Uganda Airlines Customer Experience/Service Quality Manager Jobs in Uganda

Responsibilities:

Ensure customer satisfaction across all service points by constantly engaging both internal and external customers to ensure their expectations are met by resolving complaints promptly.

Provide feedback on the efficiency of the customer service process and create a marketing intelligence system based on the feedback to inform marketing decisions and new services.

Direct complaints and unresolved issues to the appropriate department promptly.

Ensure a convenient customer journey across service points (enquiries, ticketing, check in points etc.) through monitoring and relationship system.

Draw up a corrective action plan from service quality audits and ensure the findings are closed.

Train and Supervise Customer Service Representatives.

Conduct periodic assessment of our services using various survey technics to make sure customers’ expectations are met.

Build relationship frequent fliers for each route operated by the Airline for repeat business and retention rate.

Perform oversight responsibility on frontline outsourced functions and ensure value for money.

Qualifications and Experience

A minimum of a first degree or equivalence

5 years’ experience in customer service

Must possess excellent customer service skills.

Must exhibit

high degree of confidentiality.

Must possess excellent communication, influencing and interpersonal skills at all levels.

Must have people & time management ability.

Must be self-motivated and willing to take initiative.

Must possess evidence of being a team player and able to work in a collaborative environment with minimal supervision.

Must be proactive with ability to prioritize tasks and multi-task as needs change.

Must be detail and results oriented.

Must be flexible and able to adapt to change.

Must possess administrative skills.

Must be cost conscious.

Must possess a data-driven mindset.

How to Apply

For more information and job application details, see; Uganda Airlines Customer Experience/Service Quality Manager Jobs in Uganda

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