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Customer Service Manager

2 months ago

Brisbane, Queensland, Australia Dnata Travel Group Full time

About the Role:

We are seeking a highly skilled and experienced Customer Service Manager to join our team at Dnata Travel Group. As a key member of our operations team, you will be responsible for ensuring the highest level of customer satisfaction and service delivery.

Main Responsibilities:

  • Establish and Maintain Relationships: Develop and maintain strong relationships with internal and external customers, including airlines, suppliers, and other stakeholders.
  • Communication and Coordination: Relay information for changes to orders from aircraft to internal departments, and ensure seamless communication between the operations team and clients.
  • Represent the Company: Represent Dnata Travel Group at internal and external functions, ensuring that the company and its products and services are presented in a strong and positive light.
  • Audit and Quality Control: Participate in and ensure that audit and quality controls are conducted regularly, and implement improvements as necessary.
  • Expert Advice: Provide expert advice to client airlines in all facets of customer service, including logistical and customs information.
  • Customer Feedback: Improve customer service quality results by obtaining feedback from our clients and implementing changes to improve service delivery.
  • Service Standards: Establish communication service standards and implement company productivity, quality, and customer service standards.
  • Performance Management: Proactively address performance issues by identifying areas of non-performance and providing support to prevent future occurrences, including any training required to individuals.
  • Cost Management: Contribute towards effective cost management through education and training, especially in areas of flight make up, aircraft loading, and inventory management.

Requirements:

  • Proven Experience: Proven knowledge and experience in a Client Management role, preferably in the aviation industry.
  • Qualifications: Food Safety and HACCP qualifications desirable.
  • Availability: Available to work a rotating shift roster, including weekends and public holidays.
  • Communication Skills: Excellent written and verbal communication skills.
  • Problem-Solving Skills: Strong problem-solving skills, with the ability to handle challenging situations with tact and diplomacy.
  • Stakeholder Management: Demonstrated ability to work with a diverse group of stakeholders, including airlines, suppliers, and other internal and external customers.
  • Industry Knowledge: Sound knowledge of the airline catering industry, including logistical and customs information.
  • Licenses and Certifications: Ability to obtain an ASIC pass and an airside driver's license.
  • Background Check: As you will be working in the Aviation Services industry, you will be required to obtain a clear National Police Check.

What We Offer:

  • Competitive Salary: A competitive salary package.
  • Annual Leave: 5 weeks annual leave.
  • Benefits: Free onsite parking, meals, and uniforms, as well as career development and progression opportunities.
  • Wellbeing Resources: Discounts at hundreds of retailers, discounted health insurance, and wellbeing resources, including online exercise classes.