Customer Care Manager At Air Peace
full-time
ROLE DESCRIPTION
The Customer Care Manager is responsible for designing, implementing, and overseeing customer service strategies that enhance the end-to-end Air Peace passenger experience across all touchpoints.
The role ensures consistent service delivery at stations, contact centers, digital channels, and onboard, while driving service quality improvements to strengthen brand loyalty and customer satisfaction.
The Manager will lead the customer care team, manage service, recovery procedures, and act as a central liaison between passengers and internal departments.
KEY RESPONSIBILITIES
Responsibilities include but are not limited to:
Customer Service Leadership & Strategy
Develop and implement Air Peace's customer Care strategy, aligned with the airline's commercial and service vision.
Ensure consistent customer service standards across all channelsairports, call centers, social media, email support, and onboard experience.
Establish KPIs for service delivery and track improvements across the network.
Customer Relations & Case Management
Oversee handling of customer complaints, service failures, baggage issues, delays, refunds, cancellations, disruption communication, and escalations.
Ensure timely response to all customer enquiries within SLA.
Coordinate with Legal, Operations, Ground Handling, Flight Operations, Revenue Management, and Commercial teams for resolution.
Review high-profile or complex customer cases and provide final decision-making support.
Digital & Contact Centre Oversight
Supervise the performance of call centers, digital response teams, and social media engagement.
Implement technology improvements for faster, more accurate customer handling.
Ensure seamless coordination between web support, CRM systems, and customer communication platforms.
Service Quality Improvement
Conduct customer experience audits at airports and onboard flights.
Identify service gaps and propose corrective action plans with Station Managers and Cabin
Services management.
Lead quarterly customer satisfaction surveys and implement continuous improvement initiatives.
Develop mystery shopper programs and track competitor benchmarks.
Policy Development & Compliance
Develop and maintain customer service policies aligned with global aviation standards (IATA, ICAO, NCAA).
Ensure compliance with regulatory mandates for passenger rights, safety, and accessibility.
Manage the documentation of service guidelines, training materials, and service recovery processes.
Collaboration Across Departments
Work closely with:
Operations & Ground Handling: for airport service quality
Marketing & Communications: for public messaging
Sales & Trade Support: for corporate and agency service issues
Revenue Management & Ticketing: for refunds, involuntary changes, fare issues
Network Control: for real-time passenger disruption communication
Serve as internal advocate for customer interests in cross-functional decision-making.
Training & Staff Development
Train customer-facing teams on service standards, communication etiquette, and conflict resolution.
Ensure training programs are aligned with brand values and evolving customer expectations.
Support recruitment, coaching, and performance evaluation of customer service staff.
Reporting & Analytics
Produce monthly customer service performance reports for the Director and CCO.
Track metrics such as:
Customer satisfaction score (CSAT)
Net promoter score (NPS)
On-time response rate
Repeat complaints.
Refund processing time
Social media sentiment trends
Use analytics to prioritize improvement areas and justify resource needs.
EDUCATIONAL QUALIFICATIONIEXPERIENCE/KNOWLEDGE/SKILLS
Bachelor's degree in business, Communications, Customer Experience, Hospitality, or related field.
Minimum 710 years customer service or customer experience leadership experience (airline experience strongly preferred).
Must have related Industry experience (Aviation Industry experience)
Working knowledge of IATA service standards, passenger rights, and aviation regulations.
Experience managing multi-channel contact centers and CRM systems.
Strong leadership and team management background.
Excellent communication and customer relations skills.
Strong problem-solving and conflict-resolution capability.
Deep understanding of airline operational processes.
Ability to manage high-pressure situations and sensitive customer cases.
Data-driven approach to service quality management.
Strong leadership and interpersonal skills.
Emotional intelligence and empathy.
Proficiency in CRM, customer support tools, digital communication platforms.
KEY PERFORMANCE INDICATOR
Customer satisfaction (CSAT) improvement - increase overall CSAT score by 10% quarter-on-quarter, ensuring monthly CSAT results are collected and reported by the 5th business day of the following month.
Net Promoter Score (NPS) - achieve and maintain a minimum NPS score of +30 by the end of each quarter, with monthly tracking and root-cause analysis for any drop exceeding 5 points.
SLA adherence for responses across all channels - achieve 95% adherence to service-level standards across phone, email, social media, and chat channels, ensuring compliance.
Reduction in complaint volumes I repeat issues - reduce total complaint volume by 15% and repeat complaints by 20% within 6 months, supported by monthly trend reports and corrective action logs.
Service recovery efficiency and cost control - close 90% of service recovery cases within
72 hours while keeping recovery costs within the approved quarterly budget, with monthly reconciliation and analysis.
Call center performance and wait time reduction - reduce average call waiting time to under 90 seconds and achieve 85% call answer rate within 20 seconds, reviewed weekly and reported monthly.
Digital response speed and accuracy - respond to digital queries (email, social, web chat) within 2 hours during business hours, maintaining 99% accuracy in information provided, tracked weekly.
Station service audit scores - achieve a minimum audit score of 85% across all stations per quarter, and ensure corrective actions for non-compliance are implemented within
30 days after each audit.