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Airport Customer Experience Manager

2 weeks ago

Karachi, Sindh, Pakistan beBee Careers Full time

**Airport Customer Experience Manager**

Role Overview

This role involves supervising the operations of an airport kiosk or ticketing desk, with the primary focus on providing exceptional customer service and ensuring a smooth travel experience for passengers. The successful candidate will be responsible for maximizing revenue through ancillary sales and pro-actively supporting with all operational disruptions.

Key Responsibilities
  • Ticketing and Reservations: Deliver a smooth and tailored customer service experience by accurately handling the system reservations, calculating fares, and ensuring completion of all documentation while adhering to policies.
  • Ancillary Sales: Promote airport upgrades, additional legroom options, and excess baggage services to increase revenue.
  • Commercial EK Products: Ensure comprehensive knowledge of commercial products and services available to customers and promote these offerings to enhance their travel experience.
  • Skywards Programme: Communicate the Skywards programme, including its benefits, promotions, scheme rules, and relevance to addressing customer enquiries.
  • Sales Administration: Monitor and document all sales activities, reconcile cash/point of sales card payments accurately, and handle and deposit cash in compliance with local regulations.
  • Passenger Acceptance: Monitor the reservation system, communicate with other departments to ensure smooth handling of special cases, and coordinate with the wider team for seamless passenger acceptance.
  • Operational Disruption: Support with all operational disruptions, assist with rebooking customers, issue hotel bookings, and collaborate with the team to ensure optimal outcomes.