Customer Service Duty Manager

Welcome to British Airways, one of the world's leading airlines with a rich history of providing exceptional customer service. We are currently seeking a dynamic and experienced Customer Service Duty Manager to join our team and help us continue to deliver unparalleled service to our passengers.As the Customer Service Duty Manager, you will play a crucial role in ensuring that our customers have a seamless and enjoyable experience from start to finish. You will be responsible for overseeing all aspects of customer service, including managing a team of customer service agents, handling escalated customer inquiries and complaints, and implementing strategies to improve our overall customer satisfaction.To excel in this role, we are looking for someone with a strong background in customer service management, excellent communication and problem-solving skills, and a passion for providing exceptional service. If you are a natural leader with a customer-centric mindset and are ready to take on this challenging and rewarding position, we invite you to apply today. Join us in our commitment to making every journey with British Airways a truly unforgettable one.

• Oversee and manage a team of customer service agents, providing guidance and support to ensure that all tasks and responsibilities are carried out effectively and efficiently.
• Handle escalated customer inquiries and complaints, ensuring that they are resolved in a timely and satisfactory manner.
• Develop and implement strategies to improve overall customer satisfaction, including identifying areas for improvement and implementing solutions.
• Monitor and analyze customer service metrics to identify trends and make recommendations for improvement.
• Collaborate with other departments, such as flight operations and ground staff, to ensure a seamless customer experience.
• Stay updated on industry trends and best practices in customer service to continuously improve our services.
• Conduct training and development programs for the customer service team to ensure they have the necessary skills and knowledge to provide exceptional service.
• Create and maintain standard operating procedures for customer service processes to ensure consistency and efficiency.
• Act as a liaison between customers and the company, representing the brand and upholding its values at all times.
• Handle any other duties as assigned by senior management to ensure the smooth and successful operation of customer service.

According to JobzMall, the average salary range for a Customer Service Duty Manager in Mumbai, Maharashtra, India is between ₹300,000 to ₹600,000 per year. This may vary based on factors such as the company, industry, experience, and additional skills and qualifications.

British Airways is the flag carrier and the largest airline in the United Kingdom based on fleet size, or the second largest, behind easyJet, when measured by passengers carried.