Job Description: Job Description: Qualifications, Experience and Skills. Competence (Knowledge/Skills/Abilities). Must possess excellent customer service skills. Must exhibit a high degree of confidentiality. Must possess excellent communication, influencing, and interpersonal skills at all levels. Must have people and time management ability. Must be self-motivated and willing to take initiative. Must possess evidence of being a team player and able to work in a collaborative environment with minimal supervision. Must be proactive with an ability to prioritize tasks and multi-task as needs change. Must be detail and results-oriented. Must be flexible and able to adapt to change. Must possess administrative skills. Must be cost-conscious. Must possess a data-driven mindset. Must have a working knowledge of KIU, CRM. Qualification and Experience: A minimum of a first-degree. 10 years’ experience in cabin services or 5 years as a Sales Supervisor or 5 years as a Duty Manager. A master’s degree in related courses is an added advantage. Concise presentation skills. Key Task assessments: Ensure customer satisfaction across all service points by constantly engaging both internal and external customers to ensure their expectations are met by resolving complaints promptly. Provide feedback on the efficiency of the customer service process and create a marketing intelligence system based on the feedback to inform marketing decisions and new services. Direct complaints and unresolved issues to the appropriate department promptly. Ensure a convenient customer journey across service points (enquiries, ticketing, check-in points, etc.) through monitoring and relationship systems. Draw up a corrective action plan from service quality audits and ensure the findings are closed. Train and Supervise Customer Service Representatives. Conduct periodic assessment of our services using various survey technics to make sure customers’ expectations are met. Manage the Company’s passenger loyalty program. Build relationship with frequent fliers for each route operated by AWA for repeat business and retention rate. Perform oversight responsibility on frontline outsourced functions and ensure value for money. Perform weekly no-show passenger audits and recommend corrective actions.