Customer Service Executive (Kaduna) CSEKAD at XEJet

Job Summary

• The Customer Service Executive is responsible for providing exceptional customer support and ensuring a positive experience for passengers before, during, and after their journey. The role involves responding to customer inquiries, resolving complaints, handling service recovery, and maintaining effective communication with passengers while upholding the airline's service standards and brand reputation. 

Key Responsibilities

• Respond promptly and professionally to customer inquiries, complaints, requests, and feedback received through phone calls, emails, social media platforms, and other communication channels. 
• Assist customers with flight reservations, booking modifications, cancellations, travel information, and general service-related inquiries. 
• Investigate and resolve customer complaints relating to flight delays, cancellations, baggage issues, refunds, ticketing, and other service concerns. 
• Coordinate with Airport Services, Reservations, Operations, Finance, and other departments to ensure timely resolution of customer issues. 
• Maintain accurate records of customer interactions, complaints, resolutions, and follow-up actions in the Company's customer service system. 
• Monitor customer feedback and identify recurring service issues, recommending improvements to enhance the passenger experience. 
• Support service recovery initiatives by providing timely and appropriate solutions to affected passengers during operational disruptions. 
• Ensure compliance with company policies, customer service procedures, and applicable aviation regulations when handling customer matters. 
• Prepare periodic reports on customer complaints, service performance, response times, and customer satisfaction trends. 
• Promote the airline's products, services, and loyalty initiatives while maintaining a professional and customer-focused approach. 

Qualifications and Experience

• Bachelor's Degree or HND in Business Administration, Mass Communication, Marketing, Hospitality Management, Aviation Management, or a related field. 
• Minimum of 1–3 years' experience in customer service, customer relations, call center operations, hospitality, aviation, or a related industry. 
• Experience in an airline or travel-related environment is an added advantage. 

Required Competencies

• Excellent verbal and written communication skills. 
• Strong customer service and relationship management skills. 
• Ability to handle difficult customers professionally and tactfully. 
• Good problem-solving and conflict-resolution abilities. 
• Strong interpersonal and teamwork skills. 
• Attention to detail and accuracy.