Manager- Customer Care

The role of the Airport Customer Service Manager at Noida International Airport involves leading and managing the customer service team to ensure passengers have a positive experience from arrival at the airport until boarding their flight. This position requires a strong background in customer service management, exceptional communication skills, and the ability to handle high-pressure situations with ease. The manager will be responsible for developing and implementing customer service policies, training staff, and resolving any issues that arise. Collaboration with other airport departments, airlines, and external partners is crucial to ensuring seamless and efficient operations.

Responsibilities: -

Oversee daily operations of the customer service team.

Ensure all passengers have a positive experience at the airport.

Develop and implement customer service policies and procedures.

Train and mentor customer service staff.

Resolve customer complaints and issues promptly.

Coordinate with other airport departments and airlines.

Monitor and improve customer service performance metrics.

Manage staffing levels and schedules.

Ensure compliance with airport and airline regulations.

Handle escalated customer service issues.

Would be responsible for all the information/ concierge desk at the Airport.

Implement customer feedback and improvement initiatives.

Maintain a safe and secure environment for passengers and staff.

Develop and maintain relationships with external partners, Cross functional Team

Ensure efficient and effective passenger assistance services.

Monitor and manage customer service budgets.

Prepare and present reports on customer service performance.

Qualifications: -

Bachelor s degree in Hospitality Administration or a related field.

Minimum of 8-10 years of experience in customer service management or Airport Operation

Experience in the aviation or transportation industry preferred

Excellent communication and interpersonal skills.

Proven track record of improving customer service performance.

Ability to handle high-pressure situations and resolve conflicts.

Experience in training and mentoring staff.

Strong analytical and reporting skills.

Ability to work flexible hours, including weekends and holidays.

Excellent communication and interpersonal skills.

Proven track record of improving customer service performance.

Ability to handle high-pressure situations and resolve conflicts.

Experience in training and mentoring staff.

Strong analytical and reporting skills.

Ability to work flexible hours, including weekends and holidays.

Proficiency in Microsoft Office and customer service software.

Strong organizational and time management skills.

Commitment to delivering exceptional customer service.