Head of Customer Relations Department

Almaty International Airport, a TAV and Groupe ADP airport, is the major international airport of the Republic of Kazakhstan. It is located 15 km northeast of Almaty, the largest city and commercial capital of Kazakhstan. It is the busiest airport in the country, accounting for half of passenger traffic and 2/3 of cargo traffic.

Job Summary: Head of Customer Relations plays a crucial role in maintaining and enhancing the relationship between the airport and its customers. Head of Customer Relations is responsible for managing customer relation management process, developing customer-focused programs, and ensuring quality customer care. The Head of Customer Relations collaborates with all other departments to preserve positive relationships with customers.

What will you be doing?

• Implementing a Customer Relations Management program for organization, tracking all customer relations management related subjects in the program and response to customers by program
• Managing Customer Relations tasks, complaints, data collection and its measurement.
• Conduct quality assurance surveys to assess customer satisfaction.
• Preparing closing reports & analysis of CR tasks, drawing conclusions of quantitative & qualitative CR data analysis and proposing services improvement & innovation, with a final goal increased customer satisfaction.
• Managing surveys via web page, forms in the rerminal so on; gathering data, creating reports and reporting to management.
• Provide guidance and monitor performance.
• Ensure customer satisfaction through effective problem-solving.
• Understand each customer’s unique needs. Tailor made interactions and offer personalized solutions.
• Collaborate with managers to plan strategically.
• Analyze customer data and propose improvements with an action plan.
• Monitoring the implementation of action plan and reporting
• Stay informed about industry trends and adjust strategies accordingly.
• Managing and delegating tasks for performance of ASQ Survey (Departures)
• Managing and delegating tasks for qualitative measurement & analysis of ASQ Survey data.
• Closing reports & analysis of ASQ Survey data measurement.

What will you bring along?

• Bachelor’s degree in administration or a related field.
• Minimum of 7 years’ experience in customer relations or a similar role.
• Excellent interpersonal and communication skills.
• Proficiency in Microsoft applications.
• Proficiency in English language both written and spoken.

What do we propose?

• employment as per local labor legislation
• annual paid leave - 24 calendar days
• shuttle bus to and from the airport on certain routes
• shift work schedule 5/2
• career opportunities
• eLearning platforms
• annual performance bonus
• medical insurance after probation period