Assistant/ Manager

Responsibilities

• Enhance the overall customer experience by driving engagement, satisfaction, and long-term loyalty while supporting departmental growth.
• Secure competitive commercial terms by negotiating optimal rates with airlines, agents, and service partners in the company's best interests.
• Structure and present value-driven proposals to clients that align with both customer needs and business objectives.
• Take full ownership of customer issues, ensuring timely resolution and consistent follow-through.
• Define clear service objectives and implement strategies aligned with departmental and organisational goals.
• Establish, maintain, and continuously improve service procedures, policies, and performance standards.
• Maintain accurate and comprehensive records of customer interactions, service actions, and resolutions.
• Analyse operational data and customer metrics to produce accurate reports and actionable insigh...