The Customer Service Manager is responsible for leading end-to-end airport customer service operations, ensuring excellence in service delivery and operational efficiency. This role serves as the primary liaison between airline partners, stakeholders, and operational teams, driving performance through effective KPI management, service monitoring, and real-time issue resolution. The incumbent provides leadership across frontline and support functions, ensuring compliance with safety, security, and quality standards, while championing continuous improvement and strategic initiatives to enhance overall customer experience and operational effectiveness. Key Responsibilities Operations Develop and execute operational plans to ensure seamless customer service delivery across all touchpoints.
Anticipate potential disruptions and implement contingency measures to minimize operational risks and customer impact.
Manage deployment of Duty Managers and frontline staff across terminals, ensur...