Assistant Sales & Customer Success Manager (Airport Service)

About the role

Support the Customer Success & Commercial Manager in managing Sales, Customer Success, Booking and Customer Service Operations in accordance with established plans and standards. Oversee daily operations of the Sales & Channel Management and Customer Success teams, and monitor Booking, Customer Requirements, Payment, Customer Issues and Service Handover to ensure accurate and timely information and coordination between Customer, Sales, Customer Success, Call Center, Finance and Airport Operations. Serve as Operational Support to the Manager and as the first-level Escalation Point for the team, with authority to make decisions and resolve routine and daily operational issues, and escalate complex or high-impact matters to the Manager.

Key responsibilities

• Support execution of Sales & Revenue Plan; monitor Sales Performance by Channel; track Sales Pipeline, Booking Conversion and Revenue Performance
• Coordinate with Online, Agent/Partner and B2B/Corporate Customers; support Sales Report and Performance Update preparation
• Control daily operations of Customer Success Team; monitor End-to-End Booking Process from Quotation through Booking, Payment, Confirmation to Service Handover
• Verify Booking and Customer Information for completeness and accuracy; track Booking Changes, Cancellations, Payments and Outstanding Items
• Review Customer Requirements and Special Requirements before forwarding to Operations; ensure timely and complete information handover to Airport Operations
• Support team in resolving Customer Issues and Booking Issues
• Manage Customer Communication at operational level; coordinate with Agents, Partners and B2B/Corporate Customers; compile Customer Requirements and convert to operational data
• Coordinate daily operations with Outsourced Call Center; ensure Call Center has accurate Product, Service, Pricing and Booking Process information; monitor Response Time, Information Accuracy and Customer Handling
• Monitor Payment Status and Outstanding Payments; track Quotation and Payment Confirmation; coordinate with Finance & Accounting on Billing, Invoice, Receipt, Tax Invoice and Refund matters
• Coordinate with Airport Operations to ensure Service Requirements are delivered completely; verify Booking Information, Meeting Point, Service Details and Special Requirements; track Service Handover and same-day Customer Issues
• Receive and track Customer Complaints at operational level; compile information and verify facts; coordinate relevant departments for resolution; track Service Recovery and Customer Follow-up
• Perform work according to SLA, SOP, WI and Service Guidelines; monitor Response Time, Booking Accuracy, Resolution Time and Customer Satisfaction; identify Process Gaps and propose improvements
• Prepare Daily/Weekly Performance Reports; monitor Sales, Revenue, Booking, Conversion, Payment, Customer Inquiry, Complaint and SLA metrics; verify Data Accuracy before presenting to Manager
• Oversee daily work performance of assigned team; set Work Priority and track Task Completion; monitor Workload, Productivity and Service Quality; coach and support Team Members in resolving work issues

About you

• Authority to make decisions and resolve routine and daily operational issues within defined parameters
• Ability to escalate complex or high-impact matters to Manager
• Capability to serve as Deputy/Acting Manager when assigned