Customer Service Manager

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Location:
Changi Airport MRT, Changi
50 Airport Boulevard, Singapore, 819658
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Job Types: Full Time
Timing/Shifts: 5 Day Week

Lead and oversee airport customer service operations, ensuring safe, efficient, and seamless service delivery across all customer touchpoints.
Develop and execute operational plans, monitor real-time operations, and implement contingency measures to minimize disruptions and maintain service continuity.
Manage Duty Manager and frontline staff deployment, workforce planning, scheduling, overtime control, and resource optimization to achieve operational and SLA targets.
Conduct performance reviews, provide feedback, and represent the department in operational meetings and cross-functional discussions.
Collaborate with HR, IT, Training, Facilities, and other stakeholders to improve operational effectiveness and customer experience.
Establish, monitor, and analyze KPIs and operational performance metrics to support decision-making and continuous improvement.
Lead the implementation of systems, technologies, LEAN initiatives, and departmental projects to enhance efficiency and service quality.
Partner with HR on recruitment, employee engagement, performance management, talent development, and workforce planning initiatives.
Oversee SOP development, training strategies, and continuous learning programs to maintain service excellence.
Prepare performance reports and provide recommendations to improve productivity, service quality, and operational outcomes.
Serve as the primary liaison between airline partners and station operations, ensuring effective communication and stakeholder alignment.
Manage operational communications, service incidents, customer complaints, escalations, and service recovery initiatives.
Monitor and report on KPIs, SLAs, customer experience measures, and operational performance to ensure contractual and business targets are met.
Prepare performance reviews, dashboards, and business reports, while conducting trend analysis and implementing corrective actions.