A customer service director plans, organizes, directs and controls 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.
Responsibilities:
- 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
Knowledge, Skills and Abilities:
- Customer service experience
- Supervisory or management experience
- Good judgment and problem-solving skills
- Strong communication skills
- Strong leadership and team-building skills
- Time management skills an asset
- Financial management skills an asset
- A second language an asset
- Secondary school diploma is required
- Degree or diploma in business, marketing or tourism is often necessary
- Knowledge of the National Occupational Supervisory Skills Standards is an asset.
Possible Future Career Path:
- Marketing and Sales Manager
- Assistant Manager
- General Manager of Operations
Information provided by Discover Tourism.
