**SRI LANKAN AVIATION GROUP PTY LTD**
**Customer Service Manager**
Melbourne VIC
**Job Summary**
Sri Lankan Aviation Group Pty Ltd (SLAG) is a dedicated General Sales Agency (Passenger) of Sri Lankan Airlines in Australia and New Zealand.
Since incorporation in 2012, SLAG, representing Sri Lankan Airlines, has distributed all Sri Lankan Airlines travel related products in Australia and New Zealand through its specializing Airline Marketing, effective GSA management and excellent customer service.
**Key Responsibilities**
- Develop and implement customer service policies and procedures to ensure consistent service delivery across all channels.
- Manage and lead a team of customer service representatives, ensuring that they are meeting or exceeding performance targets.
- Monitor customer service metrics, such as response time, resolution time and customer satisfaction, and take appropriate action to improve performance.
- Handle complex customer service issues and escalations, ensuring timely response and a positive outcome for the customer.
- Train and mentor customer service representatives, providing ongoing feedback and coaching to improve performance and customer satisfaction.
- Communicate with internal Sales and Finance Departments, offshore call center and customers to indemnity and resolve customer service issues.
- Manage customer service budgets.
- Stay up to date with industry trends and best practices in customer service.
**Skills and Experience**
- Minimum of 5 years of experience in customer service management in the airline industry.
- Excellent communication skills, both verbal and written.
- Strong leadership and team management skills.
- Problem solving skills at a very high level.
- Demonstrate ability to develop and implement customer service policies and procedures.
- Proven track record of customer service.
- Experience in customer service software and GDS systems.
- Ability to work with cross functional capabilities.
**Salary & Benefits**
$70,000 - $90,000 per year PLUS Superannuation
**Job Types**: Full-time, Permanent
**Salary**: $70,000.00 - $90,000.00 per year
**Benefits**:
- Salary packaging
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Melbourne, VIC 3004: Reliably commute or planning to relocate before starting work (required)
Work Authorisation:
- Australia (preferred)
Work Location: In person