Summary
The Customer Services Officer is responsible for the management of customer requests and for providing assistance to customers at check-in counters. He/she manages flight requests, verifies travel documents and works with other departments to resolve customer issues. To maintain a safe working environment, he/she ensures his/her team adheres to all safety and/or security standards and escalates safety breaches to supervisors and authorities.
The Customer Services Officer demonstrates professional behaviour when responding to passenger complaints and acts as a service ambassador for the organisation. He/she works in shifts to accommodate round-the-clock flight arrivals and departures and is physically strong to assist passengers with lifting of their baggage. Moreover, he/she is detail-oriented, possesses excellent customer service and communication skills and handles passengers with special needs effectively.
Duties and Responsibilities
1) Provide quality customer services
· Manage and control flight requests such as seat selections and meal arrangements
· Service customers at the first-class and premium check-in counters
· Ensure all travel documents, passports and/or visas comply with verification requirements
· Manage and control discrepancies at the gates
· Handle complex customer requests
· Handle complex customer issues regarding irregular flight operations
· Generate finalised passenger manifests Resolve complex service requests regarding automated check-in systems
2) Uphold safety and/or security standards
· Interpret and follow safety and/or security standards for teams in the workplace
· Escalate reports of breaches in safety and/or security standards to relevant authorities
3) Influence organisational development
· Provide on-the-job training to team members on day-to-day tasks
· Act as mentor to team members
Requirements
▪ Minimum GCE 5 “N” levels and above
▪ Minimum 2 years’ experience in passenger handling or equivalent experience
