Customer Experience Officer

  • Location:
  • Salary:
    negotiable
  • Job type:
    Full-Time
  • Posted:
    3 years ago
  • Category:
    Administration, Customer Service
  • Deadline:
    July 20, 2018
  • Job Level:
  • Languages:
    English
  • Gender:
    Male, Female, Other

An exciting vacancy exists at the Corporate Office for a suitably qualified and experienced professional within the Airport Management Division – Client Services department.

 
Key Performance Outputs
 
The successful candidate, reporting to the Senior Specialist Customer Experience will be responsible for the following:
  • Conducting customer research, analysis, and development of customer intelligence to inform business.
  • Monitor Passenger Services platforms such as ASQ, QMS & Skytrax programs.
  • Conduct analysis of system data and compilation of report findings.
  • Management of the social media platforms in relation to operational events.
  • Manage utilization of Stakeholder management systems to ensure efficiency.
  • Monitor and ensure adherence to statutory regulations, organizational standards, policies, and procedures.
  • Ensure that all customers comply with policies and SOP’s.
  • Complete monthly forecast and variance reporting (OPEX and CAPEX).
     
Technical Skills and Experience
The following skills and experience or the equivalent of such will be required:
  • Bachelor’s degree in Business Commerce /Statistics essential.
  • 3 – 5 years’ relevant operational experience supported by a strong understanding of statistics, as well as knowledge of quality management systems.
  • Proficiency and knowledge of Microsoft Office packages.
Competencies
The suitable candidate must be an achiever and be able to efficiently resolve complex challenges. It is critical that the successful candidate is diplomatic and clearly explains a point of view and its reasoning. The ability to recognize, handle and resolve conflict promptly will be required. Furthermore, it will be essential that the candidate sets definite milestones and actions for achieving goals.
 
 
Positions will be filled in line with ACSA’s values and Employment Equity policy and plan.  Preference will be given to members of designated groups that are under-represented and will also be advertised externally.

location

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