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Customer Service Duty Manager - New Zealand

Fiji Airways is on an exciting journey of growth, and we're searching for passionate individuals to help us deliver the Bula spirit and Five Star service our customers love!

Reporting to the Head of Ground Operations - New Zealand, the Customer Service Duty Manager plays a crucial role in upholding Fiji Airways' Skytrax rating, fostering a strong safety culture, and driving on-time performance. You'll lead our ground operations, working closely with ground handlers, airport management, and regulatory authorities to ensure seamless service delivery.

KEY RESPONSIBILITIES

• Shift Leadership: Serve as the overall shift leader, overseeing flight turnarounds, addressing customer issues, and acting as the primary point of escalation to ensure smooth and efficient operations.
• Lead and Motivate: Drive and monitor customer service excellence by exemplifying integrity, professionalism, and communication skills, creating value for our customers.
• Operational Efficiency: Maximize revenue through ancillary sales, minimize financial risks during irregular operations, and make critical operational decisions to ensure customer satisfaction.
• Service Delivery Oversight: Influence and ensure the contracted ground handler meets service levels, following the Fiji Airways Ground Operations Manual and safety policies.
• Pre-Flight and Post-Flight Responsibilities: Conduct pre-flight checks, handle mishandled baggage claims, and generate detailed shift reports, including any disruptions and corrective actions taken.
• Performance Monitoring: Monitor and assess ground handler performance through inspections and audits, ensuring compliance with service agreements and operational standards.
• Customer Feedback: Investigate customer feedback, reporting back to management to drive continuous improvement.
• Compliance and Representation: Adhere to all safety, security, and regulatory requirements, and represent Fiji Airways in operational forums and meetings.

QUALIFICATIONS & EXPERIENCE

• Reservations and CM training, Weight and Balance experience is an advantage
• Excellent written and verbal communication skills.
• Proficient in Microsoft Office applications with strong analytical skills.
• Customer Service orientated.
• Strong organisational, multi-tasking and problem-solving skills.
• Professional personal presentation.
• Team player
• Minimum of 2 years' Aviation experience or in Hospitality industry
• 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 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 in 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 you taking the time to submit an application, as well as your patience and understanding while you await feedback on your application.

Applications close on Sunday, 23 March 2025