Job Description
The Customer Journey Management Customer Service Manager is responsible for managing the Customer Journey Management team and providing customer recovery leadership for irregular operations, ensuring effective and pro-active customer recovery.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Responsible for the day-to-day management of CJM operations.
Communicate with staff on a continuous basis to keep them current and knowledgeable of our processes, policies, products, performance and branch initiatives.
Monitor and manage all CJM activities and processes to ensure we are meeting our service and recovery standards and consistently applying our policies.
Anticipate, identify and investigate any customer service failures or issues and take necessary action to resolve and prevent future occurrences.
Play an influential role in nurturing a sense of ownership across the team and encourage employees to use their judgment and experience to make sound decisions.
Maintain good relationships and effectively liaise with other departments to ensure we are meeting their expectations and recovery requirements.
Implement initiatives designed to improve processes and performance.
Support the operation with regards to customer recovery.
Manage projects to improve IROP handling as assigned.
Ensure consistency of application of customer recovery guidelines.
Provide recognition and celebrate individual and team successes.
Job Requirements
Strong customer and employee focus
Focused on service excellence and continuous improvement, must be creative and innovative thinker
Genuine desire to contribute to the betterment of Air Canada
Excellent interpersonal skills; conflict resolution and communication skills
Ability to meet deadlines and work under pressure
Ability to work flexible hours/shifts
Analytical abilities for creative and innovative analysis and problem solving
Motivated, energetic, enthusiastic
Knowledge of labour relations and experience in managing a unionized workforce is an asset.
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