Customer Service Supervisor (Kaduna) CSSKAD at XEJet

Job Summary

• The Customer Service Supervisor is responsible for overseeing the daily activities of the Customer Service team, ensuring the delivery of exceptional customer support and service recovery. Therole supervises customer service personnel, monitors service standards, resolves escalated customer issues, and drives initiatives aimed at improving customer satisfaction, loyalty, and overall passenger experience while ensuring compliance with company policies and service procedures. 

Key Responsibilities

• Supervise and coordinate the daily activities of Customer Service Executives to ensure efficient and professional handling of customer inquiries, complaints, and requests. 
• Monitor customer interactions across all communication channels, ensuring adherence to service standards, quality requirements, and response timelines. 
• Handle and resolve escalated customer complaints relating to ticketing, refunds, baggage issues, flight disruptions, and other service-related matters. 
• Review customer feedback, complaints, and service reports to identify trends, recurring issues, and opportunities for service improvement. 
• Coach, mentor, and support Customer Service Executives to enhance performance, service quality, and professional development. 
• Monitor team attendance, productivity, performance metrics, and compliance with departmental procedures and company policies. 
• Coordinate with Airport Services, Reservations, Finance, Operations, and other departments to ensure timely resolution of customer issues. 
• Prepare periodic customer service reports, including complaint analysis, service recovery outcomes, customer satisfaction metrics, and operational recommendations. 
• Support the implementation of customer experience initiatives, service improvement projects, and customer engagement programs. 
• Ensure the team maintains accurate records of customer interactions, complaints, resolutions, and follow-up actions in the designated systems. 

Qualifications and Experience  

• Bachelor's Degree or HND in Business Administration, Mass Communication, Marketing, Hospitality Management, Aviation Management, or a related discipline. 
• Minimum of 3–5 years' experience in customer service, customer relations, aviation, hospitality, or a related industry. 
• At least 1–2 years of supervisory experience is preferred. 
• Experience within an airline or travel-related organization is an added advantage. 

Required Competencies  

• Strong leadership and team management skills. 
• Excellent customer service and relationship management abilities. 
• Strong communication and interpersonal skills. 
• Effective conflict resolution and complaint-handling skills. 
• Analytical and problem-solving capabilities.