Customer Service Director

5 days ago


Makati City, National Capital Region, Philippines CITADEL Pacific Ltd. Full time

About the Role:

The Reservations and Ticketing Manager will play a crucial role in ensuring that CITADEL Pacific Ltd.'s customers receive excellent service and that our internal processes are efficient and effective.

This is a challenging yet rewarding position that requires strong leadership and communication skills, as well as the ability to analyze data and make informed decisions.

Key Responsibilities:

  • Leadership: Supervise and lead a team of administrative and customer service staff.
  • Quality Assurance: Ensure that all customer interactions meet high standards of quality and professionalism.
  • Process Improvement: Collaborate with management to identify areas for process improvement and implement changes to increase efficiency and productivity.
  • Employee Development: Recruit, train, and develop staff to ensure they have the skills and knowledge needed to perform their roles effectively.
  • Policy Development: Work with Airline principals to develop, revise, and implement corporate or departmental policies, procedures, and service standards.
  • Performance Evaluation: Evaluate the performance of staff and provide feedback to help them improve.
  • Record Keeping: Maintain accurate and up-to-date records of customer interactions, staff performance, and other relevant data.
  • Reporting: Prepare and submit regular reports to management on key performance indicators and other metrics.


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