Job brief
We are seeking a service-driven, customer-focused Customer Success Service Specialist to join our team! The ideal candidate will have demonstrated experience in a customer-focused role, ensuring complete satisfaction. The focus of the role is to ensure customers' needs are met in the airport facility, gain feedback, and implement changes and improvements to improve the overall customer journey.
Responsibilities
- Liaise with the customer service team and customer success team to ensure that great service is being offered around all departments of the airport.
- Assist customers and travelers with any questions or queries they may have.
- Help to de-escalate and resolve tense circumstances.
- Assist customers with directions, approximate wait times, and more
- Gain feedback from customers about their experience in the airport.
- Assist customers with lost baggage queries and gate queries.
- Help customers who have been delayed to get to their departure gate promptly.
- Make calls over the speaker for missing passengers or passengers who need attention.
- Assist passengers with special requirements, such as wheelchairs, stretchers, and more
- Call first-aiders, ambulances, and other service providers for customers when required.
- Ensure the highest level of customer service is always maintained in line with department KPI’s and SOP’s.
Requirements
- Associate degree in Business, or related field
- Certification in the health and safety field would be an advantage
- 2 years of experience in a customer-focused role
- Demonstrated experience in improving customer service
- Good communication skills, both written and verbal
- Excellent ability to consult, de-escalate and resolve heated or angry situations
- Able to work under pressure
- Great problem-solving skills
- Excellent eye for detail
- Good computer skills
- Able to learn quickly
.webp)
.webp){kind=logo}
.webp)
.png){kind=small}
