B. MANAGER, MEMBER SERVICES at Arik Air

Job specifications:

• Over see direct day-to-day operations and service delivery of the member services centre to ensure total customer satisfaction.
• Development and implementation of systems, KPI's, service level agreements and process quality improvements with manager.
• Manage the member services operation which includes membership, registration, and information dissemination.
• Ensure that all membership records, communication and product orders processed by member Service staff within required times.
• Monitor and optimize the performance and productivity of the Member Service staff and all areas related to member services, provide ongoing feedback and training to ensure quality service.

Requirements:

• 3 to 5 years experience in similar job role while a University Degree would be of advantage.
• Knowledge of principles, practices and techniques of operations.
• Be creative, detail orientated and self-motivated.
• Must be fully computer system literate, preferably with prior experience of knowledge of the implementation of customer loyalty programmes.
• Knowledge of systems used in the Reservation
• Department would be an advantage.
• Good project management skills.