Customer Service Manager (m/w)

Istanbul (Turkey)

 

PURPOSE OF ROLE

The position of the Customer Service Manager is part of the Lufthansa InTouch Competence Centre approach and shall carry the local responsibility for Customer Service related aspects of Lufthansa InTouch ensuring a best in class, Lufthansa InTouch Service Management approach and a continuous improvement of our customer satisfaction. He/she delivers and implements excellent Customer Service within the Lufthansa InTouch Global Standard. In a continuous effort the Customer Service Manager intensifies, increases and further improves the quality of related customer service processes and procedures.

 

WORK PERFORMED

  • Administration of the Service Centre (250-300 employees)
  • Customer Service Management (ensure all customer service activities, support and strengthen the strategic objectives of the overall organization)
  • Responsible for staff planning (midterm and long term optimization); identifies situations of over/under-staffing and initiates appropriate action so as to safeguard the continuous improvement of service level achievement
  • Management of quality and performance objectives to achieve the internal and external KPI´s in compliance with economic factors and budget
  • Development and implementation of ideas and concepts for the optimization of service centre related policies
  • Continuous monitoring of employee and team productivity and setting appropriate measures
  • Implementation of new processes in collaboration with internal decision makers
  • Preparation of reports and statistics related to the customer service function
  • Direction and Management of the teams
  • Close cooperation with different departments and other Customer Service Manager worldwide of Lufthansa InTouch
  • Directly reporting to the Site Operations Manager

Your profile

 

TECHNICAL COMPETENCY

  • Fluency in German (native speaker level), Proficiency in English, Turkish is advantageous
  • Proven experience in managing service delivery in a service centre operation and detailed knowledge of service centre processes and technological capabilities
  • Demonstrated leadership experience with including people management and development
  • Demonstrated knowledge and experience with Workforce Management systems and principles

 

PERSONAL COMPETENCY REQUIREMENTS

  • High level of integrity and confidentiality
  • High degree of customer service orientation and competent appearance
  • Ability to work under pressure and to meet deadlines
  • Strong analytical and problem solving skill
  • Leadership and negotiation skills
  • Strong communication skills and team spirit
  • Result and quality orientation
  • Highly motivated, innovative and creative
  • Strong global team player in a multicultural environment

About Lufthansa Cagri Merkezi ve Müsteri Hizmetleri A.S.

We at Lufthansa InTouch are at the centre of Lufthansa’s service excellence. Being the innovative Customer Service provider for the Lufthansa Group, we specialize in customer care in air travel. Our multicultural, multilingual teams operate from seven Service Centres worldwide. Working together as one global team, we provide five star services for passengers flying with airlines of the Lufthansa Group. Besides offering Business-2-Customer services, Lufthansa InTouch designs innovative and cost effective operational solutions for a select portfolio of business clients.
Please apply via Be-Lufthansa.com under the job number P0113V012
If this is you, please apply online.