Customer Service Team Lead
1 month ago
About the Role
Oceania Ground Force is seeking a highly skilled Customer Service Team Lead to join our team. As a key member of our customer service team, you will be responsible for driving exceptional service delivery to our airline customers, prioritizing safety and compliance at all times.
Key Responsibilities
- Drive the customer service team to deliver exceptional service to airline customers, meeting service level agreements and prioritizing safety and compliance at all times.
- Proactively manage employee relations and provide guidance and feedback on customer service, identifying training gaps for future upskilling opportunities.
- Manage aircraft delays, staff shortages, and daily resourcing in the most efficient and cost-effective way.
- Ensure rostering practices are within the parameters of the enterprise agreement.
- Drive and encourage a reporting culture to prevent safety threats and mitigate workplace incidents and accidents.
- Foster cohesive and functional relationships with internal and external stakeholders.
Selection Criteria
- A minimum of 3 years' experience in a customer service role in ground handling and/or airlines.
- Experience managing teams of people.
- Willing and actively participate in professional development programs offered by the company.
- Exceptional leadership qualities with the ability to direct and empower individuals.
- A thorough understanding of airport regulations and airline procedures and policies.
- Immaculate grooming and deportment.
- Strong sense of confidentiality and ethical behavior.
- Ability to take ownership of problems and resolve in a timely manner.
- Able to meet deadlines, managing tasks and upholding standards.
- Meticulous attention to detail.
- Flexibility to work a rotational roster, including weekends and public holidays.
How to Apply
Please complete the requested work history and education/qualifications information on the application page. We would love to hear from you if you meet the selection criteria and are able to commit to the essentials that we are looking for to join our team.
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