Job Details

• Overall responsible for the provision of excellent customer service.
• Ensure compliance with international and national standards, rules and regulations.
• Ensure adherence to Compnay standards, policies, processes and procedures

• Maintain knowledge on new and existing KPI requirements as an individual employee
• Achieve the goals/objectives of the department/section
• Conduct shift briefings at the start of every shift and ensure appropriate shift handovers.
• Coordinate and Supervise the Compnay Customer happiness team to ensure OGSM are met.
• Deploy and ensure sufficient staffing levels at all times to cover the shift operation based on schedules, peak times, special events, emergencies etc.
• Maintain & Adhere to standards, policies, processes and procedures set by Company.
• Calls handling according to call center SOP.
• Monitor and Report the Customer happiness team performance in collaboration with line manager.
• Conduct regular OJT with the Customer Happiness Team and ensure compliance with T.O Guidelines.
• Communicate with relevant stakeholders in case of any issues such as unavailability of services, facilities etc (e.g. faulty FIDS screens, travellators, cleanliness issues etc)
• Generate daily Customer happiness and call center reports
• Maintain smoothness of Curb side traffic activities in order to ensure safe, secure and smooth accessibility for passengers and vehicles and make recommendations for improvement to curbside flow
• Supervise the traffic management company and assure that they are following compnay procedures
• Plan & deploy extra porters & extra traffic marshallers according to requirements, especially during seasons.
• Flexibility with the deployment plan according to operations needs and in accordance with terminal disruption plan.
• Assure to implement AEP & RAS in case of incidents or emergency situations and manage resources during the event in an effective and efficient manner to minimize the impact on daily operations

• Maintain awareness and adherence to the department/section’s policies and procedures
• Participate in the periodic audit of the established policies and procedures
• Management Reporting
• Support the development of periodic reports, as requested
• Highlight any quality or non-compliance issues observed during the development of periodic reports
• Change Management
• Support the execution of change management activities in the department/section
• Technology Management
• Support in the process of identifying department/section’s technology-related needs that helps drive automation within direct line of work
• Professional Development
• Proactively identify and seek professional development opportunities to improve technical skills pertaining to the direct line of work and in line with company values
• Participate in performance appraisals and reflect on the feedback and recommendations provided by the line manager for development

• Bachelor's Degree in any disciple EXPERIENCE
• ( Minimum 4 years of experience in Customer Service)
• Previous experience in airport service environment and familiarity with airport processes , documentation and systems
• Previous experience in dealing with premium customers would be an advantage.

• Ability to use PC applications
• Additional Languages an advantage