Customer Service Manager

Enugu Air

Remote

Enugu Air Limited is seeking an experienced and customer focused Customer Service Manager to lead and manage customer service activities across our airport operations. The successful candidate will be responsible for ensuring the consistent delivery of excellent customer service throughout the passenger journey while managing service standards, resolving customer concerns, and driving continuous improvement.

Key Responsibilities

Lead and supervise the customer service team to deliver excellent passenger experience.
Develop, implement, and monitor customer service standards, procedures, and initiatives.
Ensure passengers receive timely, professional, and accurate assistance across all customer touchpoints.
Handle and resolve escalated customer complaints, service failures, and complex passenger issues.
Monitor passenger service delivery during normal and disrupted operations.
Coordinate with Passenger Services, Ground Operations, Cabin Services, Commercial, and other relevant departments to resolve customer issues.
Develop strategies to improve customer satisfaction, service quality, and passenger experience.
Monitor customer feedback and complaints and prepare reports identifying trends and improvement opportunities.
Ensure compliance with company policies, applicable aviation regulations, and passenger rights requirements.
Collaborate with relevant stakeholders to improve the overall customer journey.
Perform any other duties assigned by management.

Qualifications & Experience

Bachelor's degree or HND
Minimum of 5 years' relevant experience in customer service, airline operations, hospitality, or a related service environment.
At least 2 years in a supervisory or managerial role.
Previous experience in an airline, airport, or aviation environment is highly desirable.
Experience managing customer complaints and service recovery processes is required.
Relevant professional qualifications in customer experience or service management will be an added advantage.

Location: Lagos

NYSC: Evidence of completion or exemption from the National Youth Service Corps (NYSC) scheme