Customer Service Supervisor (Kaduna) CSSKAD

Customer Service Supervisor (Kaduna)

XEJet is recruiting a Customer Service Supervisor to oversee daily customer service operations, ensure service excellence, and drive customer satisfaction initiatives across all touchpoints.

Responsibilities

• Supervise and coordinate Customer Service Executives to handle inquiries, complaints, and requests professionally
• Monitor customer interactions across all channels for adherence to service standards and response timelines
• Handle and resolve escalated complaints related to ticketing, refunds, baggage, flight disruptions, and service issues
• Review customer feedback and complaints to identify trends and improvement opportunities
• Coach, mentor, and develop Customer Service Executives
• Monitor team attendance, productivity, performance metrics, and policy compliance
• Coordinate with Airport Services, Reservations, Finance, Operations, and other departments
• Prepare periodic reports on complaints, service recovery, satisfaction metrics, and recommendations
• Support customer experience initiatives and engagement programs
• Maintain accurate records of customer interactions and resolutions

Requirements

• Bachelor's Degree or HND in Business Administration, Mass Communication, Marketing, Hospitality Management, Aviation Management, or related field
• 3–5 years' experience in customer service, customer relations, aviation, hospitality, or related industry
• 1–2 years of supervisory experience preferred
• Experience in airline or travel-related organization is an advantage
• Strong leadership and team management skills
• Excellent customer service and relationship management abilities
• Strong communication and interpersonal skills
• Effective conflict resolution and complaint-handling skills
• Analytical and problem-solving capabilities

How to Apply

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