Job Vacancy for Customer Service Manager At Etihad

Customer Service Manager

Location: United Arab Emirates

Manage and lead the operational workforce to ensure implementation of strategy, operating procedures and compliance to SLAs, budgeted cost and quality standards to achieve customer satisfaction and eventual revenue targets.

JOB RESPONSIBILITIES

• Strategy Participate in the formulation and implementation of the Function/Department strategy to ensure the alignment with Etihad strategy
• Policies and Procedures
  Participate in the development and implementation of policies, processes and procedures to ensure all relevant procedural/ regulatory/legislative requirements are fulfilled
• Budget
  Contribute to the preparation of the Function/Department budget to ensure alignment with the approved set budget
• Day-to-Day Operations
  Manage the day-to-day operations by providing guidance, encouraging teamwork and facilitating related professional work processes in order to achieve high performance standards
• People development
  Manage the effective achievement of objectives by setting individual targets, developing and motivating staff in order to maximize subordinate performance
• Safety, Quality & Environment
  Comply with all relevant safety, security, quality, health and environmental procedures to ensure a healthy and safe work environment

 

SPECIFIC RESPONSIBILITIES

• Implement and manage plans, policies and procedures to deliver world class best guest experience according to overall vision and mission in an efficient and cost effective manner
• Plan and define objectives related to guest experience and, if relevant, sales activities to ensure alignment with processes, procedures and best practices
• Manage and monitor staff and operations to ensure service is provided according to SLAs, quality and service standards
• Lead, plan and direct the operations to ensure achievement of safety, financial, quality and operational mission and objectives
• Establish and manage a sound working professional relationship with all internal and external stakeholders to timely solve any issues and minimize impacts on customers as by Etihad standards
• Define guidelines and manage a wide range of operational issues impacting service delivery (e.g. check in, safety and security, oversold flights, etc) to ensure they are timely solved in compliance with internal standards procedures
• Plan, organize and implement action plans for emergency response and business continuity to ensure high quality service is offered to customers in case of travel/delays/disruption while being compliant with operational procedures
• Collect, review, consolidate and share operational indicators and KPIs with relevant internals stakeholders to support decision making and identify areas of improvement
• Identify, analyse, report and solve potential risks for business continuity to provide a continuous high quality customer service to passengers
• Review and approve shifts and schedules to ensure smooth flow of operations, if relevant
• Plan, implement and monitor improvement projects to ensure completion on time, on budget and according to business needs
• Proactively manage and perform a wide range of operations to ensure achievement of established targets and customer service standards
• Develop, guide, coach and provide formal / informal feedback to staff to ensure they act according to high quality standards and internal procedures and grow inside the company

EDUCATION & EXPERIENCE

• Minimum Diploma (2 years or more).
• Minimum of 7 years of work experience within relevant field.

SKILLS

• Communication skills – Excellent
• Influencing skills – Excellent
• Negotiation skills – Excellent
• Performance Management – Advanced
• Planning & Organizing skills – Advanced
• Project Management skills – Advanced

Etihad Airways began operations in 2003, and in 2014 carried 14.8 million passengers. From its Abu Dhabi base, Etihad Airways flies to or has announced plans to serve 111 passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and the Americas. The airline has a fleet of 117 Airbus and Boeing aircraft, and more than 200 aircraft on firm order, including 66 Boeing 787s, 25 Boeing 777-X, 62 Airbus A350s and six Airbus A380s.

Etihad Airways holds equity investments in airberlin, Air Serbia, Air Seychelles, Aer Lingus, Alitalia, Jet Airways, Virgin Australia, and Swiss-based Darwin Airline, trading as Etihad Regional. Etihad Airways, along with airberlin, Air Serbia, Air Seychelles, Alitalia, Etihad Regional, Jet Airways and NIKI, also participate in Etihad Airways Partners, a new brand that brings together like-minded airlines to offer customers more choice through improved networks and schedules and enhanced frequent flyer benefits.  For more information, please visit: www.etihad.com