Customer Service Manager

Customer Service Manager Responsibilities

• Central contact person within customer service for all issues of daily operational business of high complexity and escalation
• Manage the customer relationship at operational level and ensure its ongoing development
• Processing and management of customer complaints; ensure feedback within LHT’s Quality Management System
• Prepare performance dialog with the customer and internal interfaces within LHT and lead it on the basis of the available reports and KPIs
• Develop and implement customer-specific special processes
• Ensure that customer information systems are well maintained and that operational customer service receives all necessary work information
• Work in and with various IT systems, such as SAP, E-bat, MAX-LRU, SAP
• Perform special tasks and projects

The ideal Customer Service Manager should meet the following requirements:

• University or technical college degree preferably with aviation background
• Relevant experience in a customer relations / client servicing role, preferably in the aviation industry, material management, technical customer service or maintenance of aircraft
• Experience of working in a multinational company
• Knowledge of economic principles and contexts
• Very high service and customer orientation, sociable
• Ability to work within teams
• Ability to guide employees
• Creativity / innovative thinking
• High degree of flexibility
• Independent and systematic working within a rapid changing environment
• Responsibility and self-initiative
• Willingness to work abroad
• Ability to handle stress
• Willing to travel
• Must possess a legal work permit in United Arab Emirates