Airlines Customer Service Manager

Há 5 dias


São Paulo, São Paulo, Brasil TA Connections Tempo inteiro

Job Summary

We are seeking a highly skilled Airlines Customer Service Manager to lead our customer service team in supporting crew and DPax operations. The ideal candidate will have excellent communication skills, experience in the travel industry, and the ability to work effectively with internal and external clients.

Key Responsibilities

  • Lead the customer service team to ensure 24/7 support, considering agents' schedules, training, supervisors' schedules, and teams' attendance and PTO.
  • Work closely with Ops Senior leadership to implement operational tools and best practices, including KPI Dashboards, training material, and tests.
  • Collaborate with Account Management Leader to understand clients' needs and define responsibilities.
  • Ensure teams follow company policies and procedures, in line with local regulations.
  • Complete performance evaluations for each local TA Connections team member.

Requirements

  • Good verbal and written communication skills.
  • English and Portuguese mandatory; Spanish is a plus.
  • Ability to work effectively with internal and external clients at mid-management levels.
  • Quick learner for software applications.
  • Prioritizes and plans work activities; uses time efficiently.
  • Adapts to changes, able to manage competing priorities.
  • Previous experience with travel, hotel, or call center industry.
  • Mid-level skill in Excel.
  • Ability to maintain calm and make rational decisions under time pressure.
  • Flexibility to work at various times of the day and for prolonged hours.
  • Flexibility to travel up to 25% of the time visiting other TA Connections offices.


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