Supervisor - Customer Support
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Key skills for this role
About the Role
Fly Dubai is seeking a Supervisor for Customer Support to drive team performance and improve customer experience. The role involves managing a team, handling disruptions, coordinating VIP movements, and liaising with other departments.
Key Skills for This Role
Responsibilities
- Drive team performance and deliver on critical performance measures including productivity, efficiency, and quality
- Focus on following processes, delivering in a timely manner and high standards of accuracy and efficiency
- Assist the team in adjusting and responding to change, maintaining teamwork effectiveness during changing situations
- Recommend improvements to processes and procedures to improve overall performance, results, and customer experience
- Provide guidance, directions and feedback to team members on handling difficult customer issues
- Manage disruption events by executing approved disruption procedures and communication plans
- Coordinate Group and VIP movements, informing all stakeholders and ensuring correct passenger handling
- Provide daily briefs to staff about specific customers that would help improve customer experience
- Monitor emails/calls for quality and customer service
- Liaise with other departments to develop solutions for recurring customer issues
Requirements
- Experience in customer service supervision or team leadership
- Strong communication and interpersonal skills
- Ability to manage team performance and deliver on KPIs
- Knowledge of airline or travel industry customer service
Full Job Posting
Main Objective of Role
- To ensure continuous improvements of the customer experience and service standards throughout the customer support functions, reduce complaints, and maximize customer satisfaction by encouraging and enforcing a first class service culture.
Key Responsibilities
- Drives team performance and delivers on critical performance measures including team productivity, efficiency and quality.
- Focuses on following processes, delivering in a timely manner and delivering high standards of accuracy and efficiency.
- Assists the team in adjusting and responding to change, maintaining teamwork effectiveness during changing situations.
- Recommends improvements to processes and procedures to improve overall performance, results, and customer experience.
- Provides guidance, directions and feedback to team members on handling of difficult customer issues and helps resolve challenging customer issues.
- Manages disruption events by executing approved disruption procedures and communication plans, providing timely operational updates and alerts to impacted stakeholders while documenting the timeline of events and key decisions.
- Coordinates Group and VIP movements, informing all stakeholders and makes sure that passengers are handled correctly.
- Provides daily briefs to staff about specific customers that would help improve customer experience.
- Monitors emails/calls for quality and customer service.
- Liaises with other departments throughout the business to develop solutions for recurring customer issues in order to reduce emails, complaints and escalations.
ISR Requirements
- Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team.
- Completes all required ISR awareness sessions and follows associated guidelines in the day to day business operations.
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