Customer Service Manager

Job description

Welcome to a workplace where everyone passionately believes in one purpose! Our company's commitment extends beyond tasks; it's about infusing every action with purpose. We are dedicated to bringing unparalleled passion and customer focus to every facet of our business, creating an environment where your contribution truly matters. With 70 years of experience, we are the leading strategic partner, providing specialized solutions for airlines, airports, and enterprises across 21 countries throughout The Caribbean and Latin America. At GCG , we believe the secret recipe for a perfect team blends talent, focus, and discipline. We seek these qualities in candidates eager to thrive in a diverse and multicultural environment. Our comprehensive solutions include Sky Dining, Airport Dining, Aviation Support, and Culinary. With a team of over 5,500 highly skilled experts dedicated to excellence, we uphold the highest standards of quality and service. We are committed to elevating travel & culinary experiences for all our customer's journeys, becoming the top choice in the region. Oversee the day-to-day operation of the department ensuring the efficient handling in accordance with the rules and regulations of the company, the airlines and other industry partners. Efficiently manage the operation and use of all company property, office equipment and other company assets at all times according company policies. Handle the department’s operating budget, with the determination to ensure increased productivity and efficiency over the financial year. Liaise and comply with the industry’s stakeholders and government agencies located at the airport to ensure that all safety, security, operational and procedural requirements are met. Plan meetings with the supervisory staff in the Customer Services Department, no less than once per month. Oversee employee training records and plan training schedules ensuring that individual records are kept current. Plan meetings with Health and Safety Committee to review airport, company and airline requirements. Regularly review and make suggestions on improving departmental compliance. Create and maintain effective customer service procedures, policies, and standards in conjunction with Group and Client standards. Meet with the Senior Management as mutually agreed (but no less than once monthly) to discuss and report on relevant departmental issues including, but not limited to KPIs, budgetary, human resources, equipment, customer relations, operational and environmental matters. Attend all required operational meetings held by the Client and Company, including Staff, Management and/or other stakeholders’ meetings. Represent the company at committee meetings and functions as required. Maintaining accurate records and documenting all customer service activities and discussion including complaints and complements. Provide timely responses to client/customer queries/complaints and detail corrective actions. Review work schedules and staff assignments, constantly managing manpower cost within the department to ensure effective implementation and adherence. Set rules and procedures for employees to follow. This includes setting policies in the workplace to ensure effective implementation and adherence among every employee in the department. Participate in strategic planning discussions for the department and company at the request of the Senior Management Team. Fairly and firmly administer the disciplinary policies outlined in the company’s Employee Handbook in conjunction with the Human Resources Department. Maintain accurate company and personnel records and complete time and attendance reports in a timely manner. Conduct employee performance appraisals, after continuous assessments and jointly discuss any required training needs and career development plans with Human Resources Department. Ensure all employees are conversant with, observe and comply with the Rules and Regulations contained in the Employee Handbook and any subsequent amendments. Ensure employees comply with the safety and security regulations as set out in the Goddard Enterprises Ltd. Health, Safety, & Environment Manual by staying alert and being aware of customer and staff actions and behavior. Monitor that employees are properly equipped and correctly wear the company issued uniform and required safety gear. Maintain high standards of employee morale and promote an atmosphere of cooperation. Ensure effective communication of departmental rules and procedures including, but not limited to, writing and issuing memos and bulletins to ensure timely execution of said rules and procedures. Monitor and maintain records with signature of all staff having read and understood information shared via internal and external bulletins and memos. Ensure that all corporate information (including but not limited to financial, human resources, strategy, plans etc.) is adequately protected and treated as confidential. Ensure that cordial relations are maintained with all customers and other stakeholders (internal, external, local and overseas) and do all necessary to ensure that the company maintains a good and positive reputation. Enabling the service team to be customer-centric and provide an amazing experience, and doing so by keeping them accountable. Ensure that the environs of the workspaces that comprise the department meet the Health, Safety, and Environment requirements at all times. Perform all other related duties as assigned by Management. Embark on a journey with us, where every day brings new opportunities for growth and success. If you thrive in a dynamic environment and want to be part of a team that celebrates achievements, come, be a part of our story. Your career adventure starts here!