เงื่อนไขการค้นหา

ทักษะ:

Data Entry

ประเภทงาน:

งานประจำ

• Handle incoming reservation inquiries via phone, email, and online channels in a courteous and professional manner.
• Assist guests with booking room, F&B reservations & room service order taking, including providing information on room types & outlets, rates, and availability.
• Process reservation requests accurately and efficiently in the hotel's reservation system.
• Respond promptly to guest inquiries, special requests, and concerns, and provide appropriate solutions or recommendations.
• Coordinate with other departments within the hotel, such as housekeeping and front desk, to ensure smooth check-ins and check-outs for guests.
• Upsell hotel amenities, packages, and special offers to maximize revenue and enhance the guest experience.
• Maintain up-to-date knowledge of hotel facilities, services, and local attractions to provide accurate information to guests.
• Handle any reservation modifications, cancellations, or special requests according to hotel policies and procedures.
• Assist with administrative tasks related to reservations, such as filing, data entry, and generating reports.
• Collaborate with the reservations manager and other team members to continuously improve reservation processes and guest satisfaction.
• In the absence of an operator (call center) team members, handle the tasks required for as an operator.
• Excellent English communication and interpersonal skills.
• Strong attention to detail and ability to accurately enter data into reservation systems.
• Flexibility to work various shifts, including evenings, weekends, and holidays, as needed.
• Positive attitude and willingness to go above and beyond to ensure guest satisfaction.

ประสบการณ์:

1 ปีขึ้นไป

ทักษะ:

Leadership Skill

ประเภทงาน:

งานประจำ

• Answer all incoming calls promptly and politely.
• Handle all air export shipment bookings via different channels of communication.
• Attend to customers' enquiries and provide quotes for freight charges via email wherever necessary.
• Ensure all data (required by OPA/Air Lateral) are entered into ETMS timely and accurately.
• Ensure that all Pharmaceutical & Healthcare requirement as per GDP/GDPMDS regulations and directives, as required.
• Provide flight details promptly and give timely feedback to customers on freight status.
• Obtain rates approval from customer & raise F2F / BCR before shipment departs.
• Monitor shipment uplift and transit(s) to ensure timely arrival /delivery to consignee as well as highlight delay / offloading to shippers and destination offices whenever occurs by using Workboard.
• Ensure timely creation & updates for specific customers' SOPs.
• Good understanding of customers' profiles and handling requirements to ensure 100% compliance, 100% customer satisfaction all the time.
• Respond to customer complaints and enquiries promptly (sense of urgency) and provide possible suggestions / solutions or assist with recovery actions whenever possible.
• Build good business rapport with both external and internal customers.
• Prepare and submit reports timely whenever required.
• Take on additional tasks delegated by Department Supervisor/ Manager.
• Minimum tertiary education with 3 to 5 years' relevant industry experience.
• Computer literate and able to operate email.
• Good interpersonal, communication and problem-solving skills.
• Good written and spoken English.
• Health Plan: Medical, Accident Insurance.
• Training and Personnel Development ProgramAll your information will be kept confidential according to EEO guidelines.

ประสบการณ์:

2 ปีขึ้นไป

ทักษะ:

Opera, Cloud Computing, English, Thai

ประเภทงาน:

งานประจำ

• Anantara Hotels & Resorts is a global luxury hotel and resort brand rooted in Thai culture, with an intrinsic sense of authentic hospitality. Inspired by the Sanskrit word meaning 'without end', our spirit embodies freedom, movement, and harmony. We believe every journey should leave a lasting impression for our guests and for our people. Founded in 2001 in Thailand, we have since expanded across the world, welcoming guests in some of the world's most captivating locales from pristine beaches and private islands to ancient sites and vibrant metropolises. If you are driven by a pass ...
• Job Responsibilities.
• Deliver warm, genuine, and personalised service that exceeds guest expectations at every interaction. Create memorable arrival and departure experiences by providing seamless and efficient check-in and check-out services. Anticipate guest needs and proactively offer thoughtful solutions before being requested. Build meaningful relationships with guests by recognising preferences, remembering special occasions, and providing personalised recommendations. Handle guest feedback, concerns, and complaints professionally, ensuring timely recovery and complete guest satisfaction. Promote a "Guest First" culture and consistently achieve high guest satisfaction scores.
• Bachelor's Degree or Diploma in Hospitality Management, Tourism, Business Administration, or a related field. Minimum 1-2 years of Front Office experience in an international or luxury hotel is preferred. Fresh graduates with excellent service attitudes and strong communication skills are encouraged to apply. Experience with Opera PMS/Opera Cloud or similar Property Management Systems is an advantage. Excellent command of spoken and written English; additional languages are highly desirable. Strong interpersonal, communication, and problem-solving skills. Ability to remain calm and professional in a fast-paced environment. Flexible to work rotating shifts, weekends, and public holidays. Not the right fit? Set up email alerts as new job postings become available that meet your interest!.

ประสบการณ์:

1 ปีขึ้นไป

ทักษะ:

Customer Relationship Management (CRM), English

ประเภทงาน:

งานประจำ

• Handle inbound calls, chats, and emails from customers, providing information about OPPO products, services, and promotions. Provide basic troubleshooting support for issues related to device usage, applications, and systems. Handle customer complaints and coordinate with relevant teams such as Service Centers, T2, and Logistics. Accurately and completely record customer cases in the WCSM system. Follow up on customer cases and provide customers with regular status updates. Deliver professional and courteous customer service while maintaining the required service quality standards. ...
• Bachelor's degree in any field. Experience in Call Center, Banking Call Center, Customer Service, or a related industry. Good problem-solving skills and the ability to handle multiple tasks simultaneously. Flexible with working schedules and working hours. Passionate about customer service and helping customers. 1-2 years of experience in customer service, call center operations, or a related role. Experience in e-commerce, online marketplaces, or platform/app-based businesses will be an advantage. Excellent communication and interpersonal skills. Able to handle a high volume of customer interactions and work effectively under pressure. Strong problem-solving skills with a customer-focused mindset. Ability to communicate in English or Chinese will be an additional advantage.

ทักษะ:

Statistics

ประเภทงาน:

งานประจำ

• Order, Quotation, and Complaint Management.
• Order Acceptance and Review: Recording customer orders, checking for completeness and accuracy, clarifying queries, and confirming orders.
• Quotation Process: Creating and sending quotations, following up, and adjusting as necessary.
• Complaint Handling: Receiving, documenting, and initial review of complaints. Initiating internal processes (e.g., to Quality Management or Logistics for returns) and communicating solutions to the customer until resolution.
• Written and Telephone Customer Support.
• Answering inquiries via email, phone regarding products, prices, availability, delivery times, and services.
• Coordination with Logistics and Supply Chain Planning.
• Delivery Management: Coordinating delivery dates, monitoring delivery status, and proactively communicating deviations or delays.
• Customs Clearance/Documentation: Preparing and checking relevant shipping documents, especially in an international context.
• Inventory and Demand Reconciliation: Exchanging information with Supply Chain Planning regarding product availability and ensuring supply chains.
• Other Related Tasks within Customer Service.
• Reporting: Creating internal reports on service levels, complaint statistics, order volumes and order book etc.
• Process Optimization: Actively participating in identifying and improving Customer Service processes.
• Training and Knowledge Transfer: Participating in product training and sharing best practices within the team.
• Think outside the box with us!.

ประเภทงาน:

งานประจำ

• every time you come to work! Long Description: You will be the first point of contact for guests, responsible for ensuring smooth check-ins, check-outs, and addressing guest inquiries throughout their stay. You play a.
• key role.
• in making guests feel welcome, ensuring that all their needs are met and that any issues are resolved promptly. As a Front Office / Guest Service Agent, you're not just ensuring a seamless check-in and check-out process - you're spreading the light and ...

ประเภทงาน:

งานประจำ

• Customer channel management.
• Case Management.
• Customer onboarding and relationship management.
• Contract and dispute management.
• and more.
• Administrative stream includes those who primarily support others by performing skilled technical, administrative or operational tasks. Jobs may range from highly supervised entry-level workers, technicians, and administrative staff to experienced individual contributors with robust technical or practical knowledge in specific areas, who have an ability to execute specialized work to support operations.
• At the top of this career stream, individuals work independently and apply standards, yet can also make departures from established processes to resolve problems.
• A colleague at this level works on tasks of limited scope and complexity, exercises independent judgment within defined boundaries and guidelines and typically under supervision. The colleague has skills developed through job-related training and on-the-job experience within a specific job discipline.
• Colleagues have knowledge of standardized work routines and methods, general facts and information but may need to escalate non-routine problems to a more experienced colleague or supervisor.
• The job requires limited job and business knowledge at the time of hiring.
• Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
• We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [email protected].

ประเภทงาน:

งานประจำ

• Picture yourself brightening someone's day. When you join our Hotels team, that's exactly.
• every time you come to work! Long Description: You will be the first point of contact for guests, responsible for ensuring smooth check-ins, check-outs, and addressing guest inquiries throughout their stay. You play a.
• key role.
• in making guests feel welcome, ensuring that all their needs are met and that any issues are resolved promptly. As a Guest Service Agent, you're not just ensuring a seamless check-in and check-out process - you're spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

ทักษะ:

Service-Minded, English, Thai

ประเภทงาน:

งานประจำ

• Report directly to the Building Manager.
• Coordinate with co-owners and ensure smooth unit handovers.
• Respond to inquiries and coordinate with co-owners regarding defects after handover.
• Handle complaints and inquiries from co-owners professionally and promptly.
• Coordinate with the responsible department or personnel and provide updates to co-owners.
• Notify and follow up with relevant parties and maintain updated status reports on sub-contractor tasks.
• Check, manage, and maintain updated records of client key cards.
• Prepare and manage telephone request reports from co-owners/tenants for the Building Manager.
• Perform any other duties as assigned.
• Thai Nationality Only.
• A degree in any field is acceptable.
• Experience in customer service, as a receptionist, or as a guest service agent is preferred.
• Well-groomed with a pleasant appearance and personality.
• Service-minded and professional in interactions.
• Good command of English, both written and spoken.
• Able to work six days per week.
• New graduates are welcome to apply.
• Proficiency in Chinese will be an added advantage.

ประสบการณ์:

2 ปีขึ้นไป

ทักษะ:

English

ประเภทงาน:

งานประจำ

• Phuket.
• Samui.
• Pattaya.
• Hua-Hin.
• A strong focus on customer service.
• Prior experience in hotel front office operations is preferred.
• Excellent communication skills; fluency in English is required.
• Be able to work shifts, weekends and public holidays.
• Computer skills in Ms Office; experience with Property Management Systems (PMS) is preferred.

ทักษะ:

Leadership Skill

ประเภทงาน:

งานประจำ

• Overall Airport Premium Service Operations Management.
• Take overall responsibility for the performance of Airport Premium Service Operations across both BKK and DMK.
• Define the Operating Model, Processes, Roles & Responsibilities, Decision Authority, and Escalation Flow for the team.
• Manage operations to ensure 24/7 service coverage, 7 days a week.
• Balance Service Capacity, Service Quality, Manpower Productivity, Revenue Support, and Operating Cost.
• Define Operational KPIs and monitor performance across each function.
• Identify Operational Risks, Bottlenecks, and Capacity Constraints and establish appropriate solutions.
• Act as the Management Escalation Point for major operational and service issues.
• Drive Operational Excellence and Continuous Improvement across Airport Premium Service Operations.
• Service Operations Planning.
• Oversee the Service Operations Planning Team, responsible for planning services in advance from Booking through to Service Ready status.
• Oversee the analysis of Booking Volume, Passenger Volume, Flight Schedule, and Service Demand by Airport, Time Slot, Service Type, and Customer Segment.
• Forecast Butler requirements and service capacity for the following day and future bookings, identifying peak periods and capacity risks in advance.
• Ensure the team understands the different requirements of Corporate, Agent, Family, Individual, VIP, Group, and Special Assistance customers.
• Establish manpower planning approaches aligned with Booking Demand and optimize Butler utilization to maximize service/passenger coverage without compromising service quality.
• Manage OT, Manpower Cost, Idle Time, and Resource Conflicts at an appropriate level.
• Define Assignment Principles and Resource Allocation Rules, taking into consideration Skill, Language, Experience, Gender.
• Requirements, Customer Profile, and Special.
• Oversee Forward Assignment for the following day and future bookings and ensure that every Confirmed Booking has the required resources available before the service date.
• Oversee the process of checking booking completeness and ensure the team contacts customers to clarify incomplete or unclear booking information.
• Oversee Pre-Service Confirmation, including Meeting Point, Flight Information, Service Arrangement, and Butler Information, to ensure that customers, Team Leads, and Butlers have accurate and aligned information before service begins.
• Butler Operations & 24/7 Service Delivery.
• Oversee approximately 8-10 Butler Team Leads and 80-100 Butler / Personal Assistant Officers across BKK and DMK.
• Take responsibility for Service Delivery and Frontline Operations on a 24/7 basis.
• Define Frontline Operating Standards and Service Expectations.
• Ensure readiness in terms of Manpower, Attendance, Grooming, Skills, and Service Readiness.
• Manage Butler performance through Team Leads and develop Team Leads into effective Shift Operations Leaders.
• Define Decision Authority and the Escalation Matrix for Team Leads.
• Oversee same-day operational management, including Re-assignment, Staff Swaps, Flight Delays, Staff Absences, and Resource Conflicts.
• Ensure Team Leads can resolve routine operational issues and provide immediate Service Recovery without waiting for Manager approval.
• Conduct regular on-site operational checks and monitor Service Delivery across both BKK and DMK.
• Manage Attendance, Discipline, Performance, and Productivity of the Frontline Team while building a strong Service Mindset, Ownership, and Professional Service Culture.
• After-hours & Real-time Operations Management.
• Establish the Operating Model for the period after the Service Operations Planning Team finishes its operation at approximately 21:00.
• Establish the Team Lead on Duty as the Same-day Operational Owner, with authority to adjust assignments, swap Butlers, resolve service issues, and contact customers directly for operational matters when necessary.
• Establish the Working Process between Team Leads and the Call Center to support customer information and communication 24/7.
• Define authority for Immediate Service Recovery and establish Escalation Criteria for Major / Critical Issues.
• Build an operating system that enables 24/7 operations without creating a Single Point of Dependency on the Manager.
• Service Quality & Service Excellence.
• Oversee the Service Quality & Training Team of approximately 2 team members.
• Define and control Service Standards for Airport Premium Service, including SOPs, WIs, Checklists, and Service Protocols.
• Define and monitor SLAs and Service Quality KPIs.
• Oversee Service Audits, Spot Checks, and Quality Assessments.
• Analyze Service Quality Gaps, Customer Feedback, and Recurring Issues.
• Ensure consistency of Service Standards across BKK and DMK.
• Drive Service Excellence and Continuous Improvement initiatives.
• Training & People Capability Development.
• Define Competency.
• Requirements and Training Roadmaps for Team Leads and Butlers.
• Oversee New Joiner Training, OJT, and Refresher Training.
• Develop and maintain a Skill Matrix to support Service Assignment and People Development.
• Analyze Training Needs based on Complaints, Customer Surveys, Service Errors, Audits, and Performance Gaps.
• Develop Team Lead capabilities in People Management, Operational Decision Making, Incident Management, and Customer Handling.
• Monitor Training Completion and Training Effectiveness and ensure employees meet the required Service Standards and Competency before being assigned to service.
• Complaint, Compliment, Service Error & Customer Feedback Management.
• Oversee the management process for Complaints, Compliments, Customer Surveys, Service Errors, and Incidents.
• Ensure complaints and service errors are investigated systematically through Fact Finding and Root Cause Analysis.
• Review Major Complaints and Sensitive Customer Cases.
• Define Corrective & Preventive Actions (CAPA) and follow up on Action Plans through closure.
• Analyze Complaint Trends and Recurring Service Issues and use the findings to improve Processes, SOPs, and Training.
• Coordinate with Customer Success for Formal Customer Follow-up or Service Recovery when required.
• Promote a Learning Culture that uses Service Errors as opportunities to prevent recurrence.
• Corporate Standards, ISO & Certification.
• Oversee the Service Quality & Training Team in coordinating with the central team on Corporate Service Standards, Customer Surveys, Complaints/Compliments, Training, and Certification.
• Implement Corporate Standards and Policies within Airport Operations.
• Ensure compliance with relevant ISO and Certification.
• Prepare the operation for Internal and External Audits and ensure proper Evidence and Documentation are maintained.
• Follow up on Corrective Actions from Audit Findings and connect Corporate Standards with actual operational practices.
• Customer Success & Call Center Collaboration.
• Work closely with Customer Success on Customer / Corporate / Agent.
• Requirements, Booking Changes, Capacity Constraints, Major Complaints, and Service Recovery.
• Maintain clear ownership principles: Customer Success = Customer & Booking Owner, while Airport Operations = Service Delivery Owner.
• Define the Working Process and Escalation Flow between the Call Center and Airport Operations for 24/7 Service.
• Ensure Team Leads can effectively coordinate with the Call Center and customers in After-hours or Real-time Operational Issues.
• Revenue, Capacity & Productivity Management.
• Support Revenue Achievement by increasing Service Capacity and the ability to accommodate Booking Demand.
• Monitor Capacity Fulfillment and Lost Revenue resulting from Capacity Constraints or Operational Limitations that can be managed.
• Analyze Butler Utilization, Trips/Passenger per Butler, Revenue per Butler/Man-hour, OT, and Manpower Cost to improve productivity.
• Increase Service Capacity without increasing Manpower at the same rate as Booking growth, while maintaining Service Quality Standards.
• Work closely with Commercial / Customer Success to align Capacity Planning with Demand and Business Growth.
• Data-driven Operations & Performance Management.
• Define and monitor an Operations Dashboard covering Demand, Capacity, Productivity, Service Delivery, Quality, Customer, and People.
• Monitor Booking/Passenger Volume, Peak-hour Demand, Butler Capacity, Capacity Utilization, OT, Manpower Productivity, Assignment Accuracy, On-time Performance, SLA Achievement, Complaint Rate, Service Errors, Customer Satisfaction, Audit Score, Attendance, and Competency.
• Analyze Trends and Root Causes from operational data to support manpower planning and operational improvements.
• Prepare Weekly / Monthly Performance Reviews and present Performance, Risks, and Improvement Plans to Management.
• Process, System & Continuous Improvement.
• Identify Manual Work, Duplicate Work, and Process Bottlenecks across the entire process from Booking.
• Planning.
• Assignment.
• Service Delivery.
• Quality.
• Work closely with System / Development Teams to develop Operational Tools, Dashboards, Workflows, Automation, and System Integration.
• Reduce Human Error and improve Assignment Accuracy.
• Drive improvements with Measurable Business Impact, such as increasing Capacity, reducing OT, reducing Service Errors, reducing Manual Steps, or improving Productivity.
• Support the scaling of Operations to accommodate future Business Growth.

ประสบการณ์:

7 ปีขึ้นไป

ทักษะ:

Leadership Skill

ประเภทงาน:

งานประจำ

• Overall Airport Premium Service Operations Management.
• Take overall responsibility for the performance of Airport Premium Service Operations across both BKK and DMK.
• Define the Operating Model, Processes, Roles & Responsibilities, Decision Authority, and Escalation Flow for the team.
• Manage operations to ensure 24/7 service coverage, 7 days a week.
• Balance Service Capacity, Service Quality, Manpower Productivity, Revenue Support, and Operating Cost.
• Define Operational KPIs and monitor performance across each function.
• Identify Operational Risks, Bottlenecks, and Capacity Constraints and establish appropriate solutions.
• Act as the Management Escalation Point for major operational and service issues.
• Drive Operational Excellence and Continuous Improvement across Airport Premium Service Operations.
• Service Operations Planning.
• Oversee the Service Operations Planning Team, responsible for planning services in advance from Booking through to Service Ready status.
• Oversee the analysis of Booking Volume, Passenger Volume, Flight Schedule, and Service Demand by Airport, Time Slot, Service Type, and Customer Segment.
• Forecast Butler requirements and service capacity for the following day and future bookings, identifying peak periods and capacity risks in advance.
• Ensure the team understands the different requirements of Corporate, Agent, Family, Individual, VIP, Group, and Special Assistance customers.
• Establish manpower planning approaches aligned with Booking Demand and optimize Butler utilization to maximize service/passenger coverage without compromising service quality.
• Manage OT, Manpower Cost, Idle Time, and Resource Conflicts at an appropriate level.
• Define Assignment Principles and Resource Allocation Rules, taking into consideration Skill, Language, Experience, Gender.
• Requirements, Customer Profile, and Special.
• Oversee Forward Assignment for the following day and future bookings and ensure that every Confirmed Booking has the required resources available before the service date.
• Oversee the process of checking booking completeness and ensure the team contacts customers to clarify incomplete or unclear booking information.
• Oversee Pre-Service Confirmation, including Meeting Point, Flight Information, Service Arrangement, and Butler Information, to ensure that customers, Team Leads, and Butlers have accurate and aligned information before service begins.
• Butler Operations & 24/7 Service Delivery.
• Oversee approximately 8-10 Butler Team Leads and 80-100 Butler / Personal Assistant Officers across BKK and DMK.
• Take responsibility for Service Delivery and Frontline Operations on a 24/7 basis.
• Define Frontline Operating Standards and Service Expectations.
• Ensure readiness in terms of Manpower, Attendance, Grooming, Skills, and Service Readiness.
• Manage Butler performance through Team Leads and develop Team Leads into effective Shift Operations Leaders.
• Define Decision Authority and the Escalation Matrix for Team Leads.
• Oversee same-day operational management, including Re-assignment, Staff Swaps, Flight Delays, Staff Absences, and Resource Conflicts.
• Ensure Team Leads can resolve routine operational issues and provide immediate Service Recovery without waiting for Manager approval.
• Conduct regular on-site operational checks and monitor Service Delivery across both BKK and DMK.
• Manage Attendance, Discipline, Performance, and Productivity of the Frontline Team while building a strong Service Mindset, Ownership, and Professional Service Culture.
• After-hours & Real-time Operations Management.
• Establish the Operating Model for the period after the Service Operations Planning Team finishes its operation at approximately 21:00.
• Establish the Team Lead on Duty as the Same-day Operational Owner, with authority to adjust assignments, swap Butlers, resolve service issues, and contact customers directly for operational matters when necessary.
• Establish the Working Process between Team Leads and the Call Center to support customer information and communication 24/7.
• Define authority for Immediate Service Recovery and establish Escalation Criteria for Major / Critical Issues.
• Build an operating system that enables 24/7 operations without creating a Single Point of Dependency on the Manager.
• Service Quality & Service Excellence.
• Oversee the Service Quality & Training Team of approximately 2 team members.
• Define and control Service Standards for Airport Premium Service, including SOPs, WIs, Checklists, and Service Protocols.
• Define and monitor SLAs and Service Quality KPIs.
• Oversee Service Audits, Spot Checks, and Quality Assessments.
• Analyze Service Quality Gaps, Customer Feedback, and Recurring Issues.
• Ensure consistency of Service Standards across BKK and DMK.
• Drive Service Excellence and Continuous Improvement initiatives.
• Training & People Capability Development.
• Define Competency.
• Requirements and Training Roadmaps for Team Leads and Butlers.
• Oversee New Joiner Training, OJT, and Refresher Training.
• Develop and maintain a Skill Matrix to support Service Assignment and People Development.
• Analyze Training Needs based on Complaints, Customer Surveys, Service Errors, Audits, and Performance Gaps.
• Develop Team Lead capabilities in People Management, Operational Decision Making, Incident Management, and Customer Handling.
• Monitor Training Completion and Training Effectiveness and ensure employees meet the required Service Standards and Competency before being assigned to service.
• Complaint, Compliment, Service Error & Customer Feedback Management.
• Oversee the management process for Complaints, Compliments, Customer Surveys, Service Errors, and Incidents.
• Ensure complaints and service errors are investigated systematically through Fact Finding and Root Cause Analysis.
• Review Major Complaints and Sensitive Customer Cases.
• Define Corrective & Preventive Actions (CAPA) and follow up on Action Plans through closure.
• Analyze Complaint Trends and Recurring Service Issues and use the findings to improve Processes, SOPs, and Training.
• Coordinate with Customer Success for Formal Customer Follow-up or Service Recovery when required.
• Promote a Learning Culture that uses Service Errors as opportunities to prevent recurrence.
• Corporate Standards, ISO & Certification.
• Oversee the Service Quality & Training Team in coordinating with the central team on Corporate Service Standards, Customer Surveys, Complaints/Compliments, Training, and Certification.
• Implement Corporate Standards and Policies within Airport Operations.
• Ensure compliance with relevant ISO and Certification.
• Prepare the operation for Internal and External Audits and ensure proper Evidence and Documentation are maintained.
• Follow up on Corrective Actions from Audit Findings and connect Corporate Standards with actual operational practices.
• Customer Success & Call Center Collaboration.
• Work closely with Customer Success on Customer / Corporate / Agent.
• Requirements, Booking Changes, Capacity Constraints, Major Complaints, and Service Recovery.
• Maintain clear ownership principles: Customer Success = Customer & Booking Owner, while Airport Operations = Service Delivery Owner.
• Define the Working Process and Escalation Flow between the Call Center and Airport Operations for 24/7 Service.
• Ensure Team Leads can effectively coordinate with the Call Center and customers in After-hours or Real-time Operational Issues.
• Revenue, Capacity & Productivity Management.
• Support Revenue Achievement by increasing Service Capacity and the ability to accommodate Booking Demand.
• Monitor Capacity Fulfillment and Lost Revenue resulting from Capacity Constraints or Operational Limitations that can be managed.
• Analyze Butler Utilization, Trips/Passenger per Butler, Revenue per Butler/Man-hour, OT, and Manpower Cost to improve productivity.
• Increase Service Capacity without increasing Manpower at the same rate as Booking growth, while maintaining Service Quality Standards.
• Work closely with Commercial / Customer Success to align Capacity Planning with Demand and Business Growth.
• Data-driven Operations & Performance Management.
• Define and monitor an Operations Dashboard covering Demand, Capacity, Productivity, Service Delivery, Quality, Customer, and People.
• Monitor Booking/Passenger Volume, Peak-hour Demand, Butler Capacity, Capacity Utilization, OT, Manpower Productivity, Assignment Accuracy, On-time Performance, SLA Achievement, Complaint Rate, Service Errors, Customer Satisfaction, Audit Score, Attendance, and Competency.
• Analyze Trends and Root Causes from operational data to support manpower planning and operational improvements.
• Prepare Weekly / Monthly Performance Reviews and present Performance, Risks, and Improvement Plans to Management.
• Process, System & Continuous Improvement.
• Identify Manual Work, Duplicate Work, and Process Bottlenecks across the entire process from Booking.
• Planning.
• Assignment.
• Service Delivery.
• Quality.
• Work closely with System / Development Teams to develop Operational Tools, Dashboards, Workflows, Automation, and System Integration.
• Reduce Human Error and improve Assignment Accuracy.
• Drive improvements with Measurable Business Impact, such as increasing Capacity, reducing OT, reducing Service Errors, reducing Manual Steps, or improving Productivity.
• Support the scaling of Operations to accommodate future Business Growth.