Company: Air Peace Limited | Location: Lagos | Job Type: Full-time | Experience: 7–10 years | Salary: Not Specified
Air Peace Limited is inviting experienced professionals to apply for the position of Customer Care Manager. This role is ideal for candidates with strong leadership experience in customer service, particularly within the aviation industry, who are passionate about delivering exceptional passenger experiences and driving service excellence.
About Air Peace Limited
Air Peace Limited is one of Nigeria’s leading airlines, committed to providing safe, reliable, and customer-focused air travel services. The airline fosters a service-driven work environment where talented professionals are empowered to contribute to operational excellence and continuous innovation.
Job Summary
The Customer Care Manager will design, implement, and oversee customer service strategies that enhance the end-to-end passenger experience across all customer touchpoints. The role ensures consistent service delivery across airport stations, contact centres, digital platforms, and onboard services while leading initiatives that improve customer satisfaction, strengthen brand loyalty, and enhance service quality.
Key Responsibilities
- Develop and implement Air Peace’s customer care strategy in line with the airline’s commercial and service objectives.
- Maintain consistent customer service standards across airports, call centres, social media, email support, and onboard services.
- Establish and monitor key performance indicators (KPIs) for customer service delivery.
- Oversee the resolution of customer complaints, baggage issues, delays, cancellations, refunds, disruptions, and escalated cases.
- Ensure customer enquiries are handled within agreed service level agreements (SLAs).
- Collaborate with Legal, Operations, Ground Handling, Flight Operations, Revenue Management, and Commercial teams to resolve customer issues.
- Supervise call centre operations, digital support teams, and social media customer engagement.
- Drive improvements to CRM systems and customer communication platforms.
- Conduct customer experience audits at airports and onboard flights.
- Identify service gaps and implement corrective actions with relevant operational teams.
- Lead customer satisfaction surveys, mystery shopper programmes, and competitor benchmarking initiatives.
- Develop and maintain customer service policies in line with IATA, ICAO, and NCAA standards.
- Ensure compliance with passenger rights, safety, and accessibility regulations.
- Prepare and maintain customer service documentation, training materials, and service recovery procedures.
Requirements
- Bachelor’s Degree in Business, Communications, Customer Experience, Hospitality, or a related field.
- 7–10 years of customer service or customer experience leadership experience.
- Aviation industry experience is mandatory.
- Strong knowledge of IATA service standards, passenger rights, and aviation regulations.
- Experience managing multi-channel contact centres and CRM systems.
- Strong leadership, communication, and interpersonal skills.
- Excellent customer relations, conflict resolution, and problem-solving abilities.
- Deep understanding of airline operational processes.
- Ability to manage high-pressure situations and sensitive customer cases.
- Data-driven approach to service quality management.
- High emotional intelligence and empathy.
- Proficiency in CRM platforms, customer support tools, and digital communication systems.
How to Apply
Interested and qualified candidates should send their CV to [email protected] using Customer Care Manager as the subject of the email.
Application Closing Date: 21st August, 2026.