About the role
OVERALL PURPOSE OF POSITION
The Customer Experience Manager shall manage the delivery of contact centre services and address any day-to-day operational issues arising from the contact centre outsourcing agreement and related insourced activities. The Customer Experience Manager works closely with the Head of Customer Experience and Ancillary Revenue to enhance every touchpoint of the customer journey, from pre-flight to post-flight.
Responsibilities
Oversee the day-to-day running of the contact centre, ensuring service level agreements are achieved and driving customer excellence within the contact centre teams.
Manage outsourcing agreement/s with contact centre provider/s and coordinate any communication or actions relating to the service agreement/s.
Be a single point of contact for all day-to-day technical and operational issues/feedback arising for customer contact services.
Contribute to the review and testing of customer information on the KM Malta Airlines (KMMA) website for optimisation and ease of customer self-service.
Drive and contribute to team development for achievement of performance targets for speed, efficiency, quality and sales.
Share feedback about customer service performance with relevant stakeholders to ensure consistency of customer service delivery.
Review the material, processes and training content which is being used by the Call Centre to ensure it is consistently updated with any changes required by the airline.
Liaise with other parts of the company and feed key customer insights to the departments responsible for Customer Experience to ensure that customer requirements are met.
Involved in recruitment and training of the Customer Experience team.
Support and lead an active role in establishing the requirements for and the implementation of a Customer Relationship Management system across the organisation.
Be an effective change Manager and lead through change by supporting the development and maintenance of a customer-focused culture within the Company.
Work closely with the Head of Customer Experience to ensure the delivery of business goals, projects, and objectives.
Responsible for the continuous update of the cha…
