Customer Service Director
Customer service directors plan, organize, direct, and control the operations of a customer service area of a transportation company. They oversee customer service representatives as well as perform the duties of a customer service representative when required. They may be employed at an airport, rail station, or a cruise or ferry service counter.
Duties
- Manage human resource functions, such as assigning staff duties
- Respond to customer enquiries or complaints
- Attend to comfort and concerns of passengers
- Make and change reservations
- Receive payment and process forms
- Supervise facility operation
- Communicate with other departments as needed
- Use administrative skills
Experience
Customer service experience is required, as is supervisory or management experience. Good judgment and problem-solving skills, strong communication skills, and leadership and team-building skills are also required. Desired experience and skills include time management, financial management, and a second language.
Education
A secondary school diploma is required. A degree or diploma in business, marketing or tourism is often necessary, and knowledge of the National Occupational Standards for Supervisor is an asset. Learn more about occupational standards, training, and certification on emerit.ca.