Customer Affairs Supervisor - SkyCargo

Role purpose

Customer communications and complaints

• Sort customer communications, create files, send acknowledgements, handle voicemail and route messages to the appropriate department.
• Process electronic and paper correspondence, capture data, send standard responses and share positive feedback with internal teams.
• Investigate and resolve assigned complaints using personalized communication and appropriate service recovery.
• Coordinate investigations with line departments and consult the Manager on sensitive cases.
• Keep customers updated through resolution while meeting service-level agreements and deadlines.
• Handle issues from Blue Skywards and non-Skywards members.
• Action pre-emptive files during major flight disruptions, seat defects or in-flight entertainment outages.

Analysis and team supervision

• Analyze data, monitor trends and identify service or product shortfalls for monthly reports.
• Recommend service, procedural and policy improvements and assist with changes as directed.
• Allocate weekly tasks, ensure adequate team coverage, manage attendance and leave plans, monitor performance, and handle routine enquiries and troubleshooting.

Requirements

• Bachelor's degree (12+3 or equivalent).
• At least 3 years of experience in Holidays or Hospitality.
• Excellent knowledge of MS Office applications and excellent spoken and written English.
• Good customer service skills, including handling customer complaints, and good analytical skills.
• Remain composed in pressurized situations and use tact and diplomacy.
• Knowledge of GDS and experience with MARS, MACS or World Tracer are advantageous.

Salary and benefits

• The posting mentions an attractive tax-free salary and travel benefits, including discounts on flights and hotel stays; no salary amount or pay cadence is stated.