Photo Credit: Fairmont Pacific Rim

A customer service director plans, organizes, directs and controls the operations of a customer service area of a transportation company. They oversee customer service representatives as well as perform the duties of a customer service representative when required. They may be employed at an airport, rail station or a cruise or ferry service counter.

Information provided by Discover Tourism.

• Manage human resource functions, such as assigning staff duties
• Respond to customer enquiries or complaints
• Attend to comfort and concerns of passengers
• Make and change reservations
• Receive payment and process forms
• Supervise facility operation
• Communicate with other departments as needed
• Use administrative skills

• Customer service experience
• Supervisory or management experience
• Good judgment and problem-solving skills
• Strong communication skills
• Strong leadership and team-building skills
• Time management skills an asset
• Financial management skills an asset
• A second language an asset
• Secondary school diploma is required
• Degree or diploma in business, marketing or tourism is often necessary
• Knowledge of the National Occupational Supervisory Skills Standards is an asset.

• Marketing and Sales Manager
• Assistant Manager
• General Manager of Operations