Customer Experience/Service Quality Manager Job at Uganda Airlines

Reports to:       Chief Commercial Officer (CCO)
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.

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