Customer Service Executive (Kaduna)

The Customer Service Executive is responsible for providing exceptional customer support and ensuring a positive experience for passengers before, during, and after their journey. This role involves responding to customer inquiries, resolving complaints, and maintaining effective communication while upholding the airline's service standards.

Responsibilities

• Respond promptly and professionally to customer inquiries, complaints, requests, and feedback through phone, email, social media, and other channels
• Assist customers with flight reservations, booking modifications, cancellations, travel information, and service-related inquiries
• Investigate and resolve customer complaints relating to flight delays, cancellations, baggage issues, refunds, ticketing, and other service concerns
• Coordinate with Airport Services, Reservations, Operations, Finance, and other departments to ensure timely issue resolution
• Maintain accurate records of customer interactions, complaints, resolutions, and follow-up actions in the company system
• Monitor customer feedback and identify recurring service issues, recommending improvements to enhance passenger experience
• Support service recovery initiatives by providing timely and appropriate solutions during operational disruptions
• Ensure compliance with company policies, customer service procedures, and applicable aviation regulations
• Prepare periodic reports on customer complaints, service performance, response times, and customer satisfaction trends
• Promote airline products, services, and loyalty initiatives while maintaining a professional customer-focused approach

Requirements

• Bachelor's Degree or HND in Business Administration, Mass Communication, Marketing, Hospitality Management, Aviation Management, or related field
• Minimum 1–3 years' experience in customer service, customer relations, call center operations, hospitality, aviation, or related industry
• Excellent verbal and written communication skills
• Strong customer service and relationship management skills
• Ability to handle difficult customers professionally and tactfully
• Good problem-solving and conflict-resolution abilities
• Strong interpersonal and teamwork skills
• Attention to detail and accuracy
• Experience in airline or travel-related environment is an added advantage

How to Apply

Interested and qualified candidates should go to XEJet on www.xejet.com to apply.