Overview

POSITION FOR SENIOR CUSTOMER SERVICES OFFICER/SEA
BASIC FUNCTIONS:
Assist Station Manager in supervising and managing both Station Staff and Service Partners to ensure the delivery the highest standard of customer service and operational efficiency
MAJOR DUTIES:
1. To work closely with other SIA stations to ensure the delivery of highest standard of customer service and operational efficiency
2. To record and report any discrepancies pertinent to operational handling
3. To represent SIA in meetings when required and undertake ad-hoc projects assigned by the Station Manager
4. To be involved in administration duties such as report writing, invoice verification, and contract management, among other things
5. To undertake other duties as assigned by the Station Manager
QUALIFICATIONS/REQUIREMENTS:
Minimum 5 years’ experience in airport operations and customer servicing with at least 2 years in the capacity of Customer Service Officer
1. Good knowledge of all aspects of airport operations – DCS, Check-In, Ramp operations, catering, weight and balance, federal/local/government/airport authority/rules and regulations
2. Well-versed in Customer Servicing skills
3. Ability to work independently without supervision
4. Good verbal and written communication skills
POSITION FOR CUSTOMER SERVICES OFFICER/SEA
BASIC FUNCTIONS
The CSO is responsible for providing a professional level of frontline and backroom service related to the airport operation environment.
MAJOR DUTIES
1. Duty Officer (Check-In and Departure) / Ramp / Catering / Arrival / Passenger Services / Basic Reservations and Ticketing duties as assigned based on flight handling guidelines.
2. Pre- and post-flight preparation and duties.
3. Some invoice verification work may be required as and when assigned. Head office financial guidelines to be adhered to.
4. Supervise baggage loading/unloading to prevent mishandling.
5. Record statistical reports as required.
6. Perform arrival/departure/ramp duties.
7. Monitor handling agent at arrival, departure and boarding areas to ensure SQ standards are met.
8. Assist with baggage mishandling matters.
9. Attend to all operational telexes.
10. Follow-up on passengers’ enquiries and feedback.
11. Spearhead customer service improvement initiatives.
12. Come up with initiatives to improve station KPI.
13. Disruption handling.
14. On a rotational basis, each CSO will also head specific areas of responsibility in the following specialized areas (based on level of experience and suitability):
a. All baggage related matters.
b. Flight operations matters
c. All Catering related matters.
d. Office / Flight stationary (Comm. Supplies)
e. Compliments / Complaints.
f. Office cleanliness logistics
g. Disruption Handling.
h. Staff welfare / lunchroom
i. All Crewing and transport matters
j. System Administration
k. Lounge
l. Passenger services and process.
QUALIFICATIONS/REQUIREMENTS
1. Ability to communicate well with traveling public and to be able to handle irate passengers effectively.
2. Previous airport operations, ground service/passenger handling functions preferred
3. Required to work shifts.
4. Overtime required for flight delays and through peak periods as necessary.
5. Good verbal and written communication skills.
POSITION FOR CUSTOMER SERVICES AGENT/SEATTLE
BASIC FUNCTIONS
Perform passenger handling functions and traffic operations.
MAJOR DUTIES
1. Check on pre-flight preparations for arrivals and departures.
2. Assist passengers on arrival at customs and immigration.
3. Supervise baggage loading/unloading to prevent mishandling.
4. Record statistical reports as required.
5. Perform arrival/departure/ramp duties.
6. Monitor handling agent at arrival, departure and boarding areas to ensure SQ standards are met.
7. Assist with baggage mishandling matters.
8. Attend to all operational telexes.
9. Follow-up on passengers’ enquiries and feedback.
10. Participate in customer service improvement initiatives.
11. Other airport and administrative duties as assigned.
QUALIFICATIONS/REQUIREMENTS
1. Ability to communicate well with traveling public and to be able to handle irate passengers effectively.
2. Previous airport operations, ground service/passenger handling functions preferred but not essential.
3. Required to work shifts.
4. Overtime required for flight delays and through peak periods as necessary.


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