Customer Service Manager

Margaret River Busselton Tourism Association Inc The Customer Service Manager plays a pivotal role in ensuring exceptional Customer Service while also overseeing mandatory training for Customer Service representatives, according to each airline’s standard operation procedures. This position involves managing front desk operations, handling customer inquiries and complaints, leading a team of Customer Service staff, and developing and delivering training programs to enhance service quality and efficiency for operations at (SWAS). BenefitsTask & Responsibilities Lead, mentor, and motivate Customer Service representatives to deliver high-quality service Conduct regular training sessions and provide ongoing coaching to support staff development and performance improvement.

Lead the team to operate to prescribed time parameters (Precision Timing Schedule) Deliver training sessions in a variety of formats, including classroom instruction, workshops, and one-on-one coaching sessions according to each airlines (SOP) Ensure Customer Service staff adherence to quality standards, policies, and procedures. Comply with all aviation legislation as well as airport authority and carrier security requirements Adhere to all customer airline and MRBTA policies ramp; procedures Produce any reports as required within set timeframes Participate in emergency response exercises and awareness sessions Communicate by radio with flight and cabin crew as required and under conditions of an AROC (Aeronautical Radio Operators Certificate) Conduct regular audits and evaluations of Customer Service interactions, including phone calls, emails, live chats, and in-person interactions. Provide constructive feedback and coaching to Customer Service representatives based on evaluation results.

Offer guidance on areas for improvement, best practices, and strategies for delivering exceptional Customer Service. Analyze data from quality assurance evaluations to identify trends, patterns, and opportunities for improvement. Prepare reports and presentations summarizing performance findings, trends, and recommendations.

Qualification & Experience A related BA Degree and at least 2yrs related work experience. About Company MRBTA operates caves, lighthouses, a high ropes adventure course, a bird of prey sanctuary, multi-site retail outlets visitor and  South West Aviation Services (SWAS).   S WAS is one of the business operations of the Margaret River Tourism Association (MRBTA) and has provided ground services to a variety of airlines, including Jetstar at Busselton Margaret River Airport for the past 15years.

Salary: $72000-82000 Job Publish: 28-02-2024 Job Expire: 29-03-2024 Please click to View more detail / apply .