Caribbean Airlines Customer Attention Lead

Description

The Customer Attention Lead reports to the Manager, Customer Attention. He/she will be a vital part of the team and will be responsible for ensuring an outstanding customer experience. He/she will work closely with the Customer Attention Manager to reduce passives and detractors, increase promoters, and maintain high Customer Satisfaction Scores (CSAT) and Net Promoter Scores (NPS). The incumbent’s role involves hands-on customer interactions and team coordination and will contribute to the overall success of the customer experience.

Key Deliverables

• Customer Service Excellence: Delivers exceptional customer service by assisting passengers and addressing inquiries to support a smooth and pleasant customer journey at Piarco.
• Team Support: Collaborates with your colleagues to maintain a positive and supportive team environment, ensuring that everyone is aligned with the goals of enhancing the customer experience.
• Data Collection: Collects customer feedback and data to help identify areas for improvement and share this information with the Customer Attention Manager.
• CSAT and NPS: Contributes to achieving CSAT and NPS targets for the Piarco location by providing top-notch service and actively seeking ways to enhance the customer experience.
• Training and Development: Participates in training programs as required, ensuring you are well-equipped to serve customers effectively.
• Feedback Communication: Shares customer feedback, suggestions, and insights with the Customer Attention Manager to contribute to the development of strategies for improvement.
• Customer Engagement: Engages with passengers, answer questions, and provide assistance to make their journey with Caribbean Airlines as smooth as possible.

Requirements

• 5 CSEC/CXC/GCE Ordinary Level subjects including English and Mathematics.
• 3 years’ prior experience in customer service.
• Experience in the airline or hospitality industry would be considered an asset.
• Strong communication and interpersonal skills.
• Customer-oriented with a strong commitment to service excellence.
• Customer-focused, empathetic, and patient.
• Team player with the ability to work effectively in a collaborative environment.
• Adaptability and a willingness to learn and grow.
• Detail-oriented and a problem-solving mindset.

Details

Company: Caribbean Airlines

Employment Type: Full-time

Location: Piarco, Trinidad and Tobago

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