Customer Service Duty Manager - Apia
This role reports to the Manager Ground Operations Apia and is responsible for supervising the delivery and achievement of Customer Service and Operational objectives as well as promoting and championing a Safety Culture, the Fiji Airways Star Skytrax rating, and on-time performance through collaborative engagement in accordance with contracted SLA for Ground Handler and other regulatory authorities.
KEY RESPONSIBILITIES
Key responsibilities include, but not limited to:
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Drives and motivates contracted Ground Handler to achieve the best results.
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Maximise revenue through ancillary sales and minimise financial risks caused by irregular operations.
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Conducts preflight checks on the system.
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Influences and monitors the delivery of customer service satisfaction by the contracted ground handler.
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Responsible for operational decisions on each shift to ensure customer satisfaction.
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Ensures mishandled baggage claims are processed and follows through for closure of the report.
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Prepares and submits a detailed report for each shift.
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Verifies shift sales generated by the contracted ground handler and executes banking process with necessary documentation.
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Monitors and assesses contracted ground handler and provides feedback to MGO for appropriate action.
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Carries out self-inspections of station operations (check-in, boarding, arrival, and ramp operations) to meet the requirements of the Annual Audit Plan by MGOSCT.
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Investigates reported findings related to customer complaints and dissatisfaction raised by Management or any adhoc operational reporting.
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Appraises and complies with safety, security, and operational requirements by Fiji Airways and other regulatory authorities at all times.
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Provides support by way or representation in operational forums and is available for call outs during as and when the need requires.
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Ensures all regulatory requirements are met by conducting random inspections/audits as per the Airports KPI.
QUALIFICATIONS & EXPERIENCE
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Diploma in Aviation and/or Hospitality, or general management.
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Reservations and CM training, Weight and Balance experience is an advantage.
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Dangerous Goods Awareness Certification will be an advantage.
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Excellent written and verbal communication skills.
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Proficient in Microsoft Office applications with strong analytical skills.
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Customer Service oriented.
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Strong organisational, multi-tasking, and problem-solving skills.
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Professional personal presentation.
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Team player.
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Minimum of 5 years' Aviation experience or in the Hospitality industry.
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Experience in a managerial or supervisory role with a demonstrated ability to lead and direct a Team to achieve organizational objectives.
Only shortlisted applicants will be contacted for the next steps of the recruitment process. If you are interested in applying for this role, please submit an online application through our portal on www.fijiairways.com/our-careers
Note: If this is your first time submitting an application, you will need to create a user account, then use those credentials to sign in to the portal and click on 'APPLY NOW'
We appreciate your time in submitting an application and appreciate your patience and understanding while awaiting feedback from our FJ Recruitment Team.
Applications close at midnight on Monday, 4 August 2025.
