Are you a dedicated Customer Care Supervisor with a passion for delivering exceptional service? We are seeking a dynamic individual to manage and enhance customer interactions within the Lufthansa Group. Sounds interesting? We are looking forward to your application!
Tasks
The Customer Care Supervisor is accountable for but not limited to:
- Providing team achievements
- Developing the team and fostering talents
- Monitoring direct reports
- Identifing training needs
- Disciplinary leadership
- Personnel planning
- Explaining of the business goals on the team level
- Responsible for delivering the highest level of customer service and satisfaction and to guide and support the team in particularly difficult cases. Oversees the provision of customer services (1st and 2nd Level Support) to end customers and /or travel agents
- Keeping up to date and aligned with all relevant manuals, processes, product information, systems & software and aims supports harmonization
- Supervising and carring out further service tasks as necessary (such as ADM disputes / refunds, PPB, eXperts redemption requests, group requests, AD / ID bookings, SEAL requests)
- Takes ownership of special assignments
- Participation in various projects will be assigned individually and as required by client specifications
Requirements
The ideal Customer Care Supervisor should meet the following requirements:
- Bachelor’s degree required
- Master’s degree desirable
- Professional experience
- English and Arabic required
- German desirable
- User computer proficiency required
- Airline specific tools desirable
- Leadership skills
- Ability to manage complexity
- Problem solving / solution oriented
- Service / Customer orientation
- Communication skills
- Professional and confident manner
- Willingness to travel on behalf of the company
- Assessment might be required
- Must possess a legal work permit in Egypt
Company
The Lufthansa Group is an aviation group with operations worldwide. It plays a leading role in its European home market. It plays a leading role in its European home market. With 96,677 employees, the Lufthansa Group generated revenue of EUR 35,442m in the financial year 2023. Deutsche Lufthansa AG is organized into the business segments Network Airlines, Point-to-Point Airlines, the Aviation Services segment with the business segments Logistics, MRO and the other companies and Group functions