Job description:
Position Title
Executive Ops & Customer Support – Journify
Reports To
Manager Operations & Customer Support
Role Purpose
Responsible to assist Senior Executive of JCS to do investigation, analysis, data management and reporting. Expected to provide excellent customer service & experience by delivering accurate and timely response to feedback request/escalated cases. Where possible to proactively stay connected with customers. Internally to work closely with other Business Unit and resolve root cause issues to minimize repeat breakages, where possible.
Key Accountability
- Serve as the support team for escalation customer touch point , providing expert guidance and support to the vendor & other BU’s on matters concerning product, reservation and ticketing, and service-related issues.
- Evaluate customer enquiries and concerns within the business units internally, working with cross-functional teams to develop a resolution
- Oversee the feedback , emails and chats , ensuring that all customer enquiries and concerns are addressed in a timely and professional manner.
- Manage vendor relationships, ensuring all vendors meet the company's expectations and deliver high-quality products and services
- Oversee and ensure that critical communications and information dissemination for customer support are executed promptly, and accurately in both routine and crises.
- Analyse customer feedback and data to identify trends and areas for improvement.
- Collaborate with cross-functional teams to develop and implement new initiatives and programs to enhance the customer support experience.
- Any other tasks and responsibilities that management may periodically assign.
Qualification & Experience
Bachelor's degree / Diploma in business administration, marketing, or a related field
Special/Professional Certificate : Certificate in customer service or a related field.
Years of Experience
3 years of experience working in the aviation industry or a related field
Areas of Experience
- Proficient in written and verbal communication, with a background in Reservation & Ticketing providing an added advantage
Personality Traits
- Communication Skills: Strong verbal and written communication skills to effectively convey information, listen actively to customers, and articulate solutions clearly and concisely.
- Problem-Solving Skills: Aptitude for identifying root causes of customer issues, analyzing complex situations, and proposing practical solutions to resolve problems efficiently.
- Adaptability: Flexibility to adjust communication style and problemsolving approach based on individual customer needs, preferences, and communication channels.
- Positivity: Optimistic attitude and enthusiasm for helping customers, maintaining a positive demeanor even in difficult situations, and striving to leave customers feeling satisfied and valued.
- Resilience: Ability to handle high-pressure situations, cope with rejection or criticism, and bounce back from setbacks to maintain a strong commitment to customer service excellence.
- Teamwork: Collaboration with colleagues and willingness to support and assist team members, contributing to a positive and supportive work environment.
- Customer Focus: Dedication to putting the needs and interests of customers first, prioritizing their satisfaction and loyalty as the primary goal of all customer interactions.