{"id":2797043,"url":"https://alion.io/job/gcg-official-customer-service-manager","title":"Customer Service Manager","company":{"id":4442377,"name":"GCG Group","domain":"gcggroup.com","url":"https://alion.io/company/gcg-official","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"C","score":67,"open_postings":155,"ghost_share":0.639,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Vieux Fort, Saint Lucia"],"countries":["LC"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":30000,"max_usd":76000,"period":"year","method":null,"sample_n":35458},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2025-03-10T00:00:00Z","employer_posted_date":"2025-03-10","last_verified_at":"2026-11-04T08:20:18Z","board_verified":true,"closed_at":null,"days_open":604,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":604},"description":"Welcome to a workplace where everyone passionately believes in one purpose!\nOur company's commitment extends beyond tasks; it's about infusing every action with purpose. We are dedicated to bringing unparalleled passion and customer focus to every facet of our business, creating an environment where your contribution truly matters.\nWith 70 years of experience, we are the leading strategic partner, providing specialized solutions for airlines, airports, and enterprises across 21 countries throughout The Caribbean and Latin America.\nAt GCG, we believe the secret recipe for a perfect team blends talent, focus, and discipline. We seek these qualities in candidates eager to thrive in a diverse and multicultural environment.\nOur comprehensive solutions include Sky Dining, Airport Dining, Aviation Support, and Culinary. With a team of over 5,500 highly skilled experts dedicated to excellence, we uphold the highest standards of quality and service. We are committed to elevating travel & culinary experiences for all our customer's journeys, becoming the top choice in the region.\nOversee the day-to-day operation of the department ensuring the efficient handling in accordance with the rules and regulations of the company, the airlines and other industry partners.\nEfficiently manage the operation and use of all company property, office equipment and other company assets at all times according company policies.\nHandle the department’s operating budget, with the determination to ensure increased productivity and efficiency over the financial year.\nLiaise and comply with the industry’s stakeholders and government agencies located at the airport to ensure that all safety, security, operational and procedural requirements are met.\nPlan meetings with the supervisory staff in the Customer Services Department, no less than once per month.\nOversee employee training records and plan training schedules ensuring that individual records are kept current.\nPlan meetings with Health and Safety Committee to review airport, company and airline requirements.\nRegularly review and make suggestions on improving departmental compliance.\nCreate and maintain effective customer service procedures, policies, and standards in conjunction with Group and Client standards.\nMeet with the Senior Management as mutually agreed (but no less than once monthly) to discuss and report on relevant departmental issues including, but not limited to KPIs, budgetary, human resources, equipment, customer relations, operational and environmental matters.\nAttend all required operational meetings held by the Client and Company, including Staff, Management and/or other stakeholders’ meetings.\nRepresent the company at committee meetings and functions as required.\nMaintaining accurate records and documenting all customer service activities and discussion including complaints and complements.\nProvide timely responses to client/customer queries/complaints and detail corrective actions.\nReview work schedules and staff assignments, constantly managing manpower cost within the department to ensure effective implementation and adherence.\nSet rules and procedures for employees to follow. This includes setting policies in the workplace to ensure effective implementation and adherence among every employee in the department.\nParticipate in strategic planning discussions for the department and company at the request of the Senior Management Team.\nFairly and firmly administer the disciplinary policies outlined in the company’s Employee Handbook in conjunction with the Human Resources Department.\nMaintain accurate company and personnel records and complete time and attendance reports in a timely manner.\nConduct employee performance appraisals, after continuous assessments and jointly discuss any required training needs and career development plans with Human Resources Department.\nEnsure all employees are conversant with, observe and comply with the Rules and Regulations contained in the Employee Handbook and any subsequent amendments.\nEnsure employees comply with the safety and security regulations as set out in the Goddard Enterprises Ltd. Health, Safety, & Environment Manual by staying alert and being aware of customer and staff actions and behavior.\nMonitor that employees are properly equipped and correctly wear the company issued uniform and required safety gear.\nMaintain high standards of employee morale and promote an atmosphere of cooperation.\nEnsure effective communication of departmental rules and procedures including, but not limited to, writing and issuing memos and bulletins to ensure timely execution of said rules and procedures.\nMonitor and maintain records with signature of all staff having read and understood information shared via internal and external bulletins and memos.\nEnsure that all corporate information (including but not limited to financial, human resources, strategy, plans etc.) is adequately protected and treated as confidential.\nEnsure that cordial relations are maintained with all customers and other stakeholders (internal, external, local and overseas) and do all necessary to ensure that the company maintains a good and positive reputation.\nEnabling the service team to be customer-centric and provide an amazing experience, and doing so by keeping them accountable.\nEnsure that the environs of the workspaces that comprise the department meet the Health, Safety, and Environment requirements at all times.\nPerform all other related duties as assigned by Management.\nEmbark on a journey with us, where every day brings new opportunities for growth and success. If you thrive in a dynamic environment and want to be part of a team that celebrates achievements, come, be a part of our story. Your career adventure starts here!","description_format":"text","description_chars":5776,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-17T23:55:46Z"}],"visa":[],"liveness":{"score":2,"band":"cold","label":"Long shot","p_open":1,"p_active":0.076,"p_room":0.28,"age_days":604,"expected_fill_days":21,"reasons":["conf:10","stale_co","ghost","win:tail","crowd:brand"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/gcg-official-customer-service-manager","json_url":"https://alion.io/job/gcg-official-customer-service-manager.json","meta":{"generated_at":"2026-11-04T17:31:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26824,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4442377},"rest":"https://alion.io/mcp/rest/get_company?id=4442377"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgcg-official-customer-service-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgcg-official-customer-service-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgcg-official-customer-service-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/gcg-official-customer-service-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgcg-official-customer-service-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2797043}},{"tool":"search_jobs","arguments":{"company":"gcggroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2797043},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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