Customer Care Manager at Air Peace

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 channels—airports, 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 7—10 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.