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Customer Experience Coordinator

2 months ago

Newark, United States Munich Airport NJ LLC Full time
Job DescriptionJob Description

Job Summary: As a Customer Experience (CX) Coordinator, you'll play a vital role in enhancing the overall passenger experience by identifying opportunities for improvement and driving the resolution of open issues across the terminal. This is an ideal position for someone passionate about customer experience. You are motivated to learn and collaborate across various teams to ensure a seamless and enjoyable experience for travelers in Terminal A. 

Key Responsibilities: 

  1. Inspections & Monitoring: 

  • Conduct regular walkthroughs and inspections of restaurants, shops, and other terminal facilities to assess service quality, cleanliness, and operational efficiency.  

  • Identify areas for improvement and ensure all aspects of the customer journey meet our 5-Star standards. 

  1. Open Item List Management: 

  • Lead the management of the company-wide Open Item List, pushing teams to resolve open issues by offering constructive feedback and motivating them toward timely solutions. 

  • Act as the central point of contact for coordinating the resolution of issues identified during inspections or walkthroughs, offering support and guidance to involved teams. 

  1. Training Coordination: 

  • Set up and manage training schedules for customer experience training sessions, tracking participation and outcomes to ensure continuous learning and development. 

  1. Feedback Coordination: 

  • Collect, track, and coordinate responses to customer feedback, ensuring that every concern is addressed promptly and effectively. 

Qualifications & Requirements: 

  • Education & Experience: 

  • Bachelor’s degree or equivalent work experience in Customer Experience, Business, Hospitality, Aviation, or a related field. 

  • Previous experience in a customer-facing role, preferably within the aviation or travel industry, is a plus but not required. 

  • Skills & Competencies: 

  • Strong communication skills with the ability to engage and motivate diverse teams. 

  • Detail-oriented with excellent organizational and multitasking abilities. 

  • Problem-solving mindset with a proactive approach to identifying and addressing issues. 

  • Ability to work collaboratively across different teams and departments. 

  • A passion for improving the customer experience. 

  • English Native Speaker. 

  • Personal Attributes: 

  • Friendly, approachable, and empathetic with a natural ability to build relationships with others. 

  • Motivated and self-driven, with a keen interest in learning and growing within the role. 

Munich Airport US Holding and it's subdivision Munich Airport NJ LLC are equal opportunity employers.

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