Fiji Airways

Customer Service Duty Manager – Apia

Airline / Airport / Travel
Posted: 04-07-2024

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 to contracted SLA for Ground Handler and other regulatory authorities.


Key responsibilities include but no limited to:

  • Drives and motivates contracted Ground Handler to achieve the best results.
  • Maximise revenue through ancillary sales and minimise financial risks caused by irregular operations.
  • Conducts preflight checks on system.
  • Influences and monitors the delivery of customer service satisfaction by contracted ground handler.
  • Responsible for operational decisions on each shift to ensure customer satisfaction.
  • Ensures mishandled baggage claims are processed and follows through for closure of report.
  • Prepares and submits a detailed report for each shift.
  • Verifies shift sales generated by contracted ground handler and executes banking process with necessary documentation.
  • Monitors and assesses contracted ground handler and provides feedback to MGO for appropriate action.
  • Carries out self-inspections of station operations (check-in, boarding, arrival and ramp operations) to meet requirements of the Annual Audit Plan by MGOSCT.
  • Investigates reported findings related to customer complaints and dissatisfaction raised by Management or any adhoc operational reporting.
  • Appraises and complies with safety, security and operational requirements by Fiji Airways and other regulatory authorities at all times.
  • Provides support by way or representation in operational forums and available for call outs during as and when the need requires.
  • Ensures all regulatory requirements are met by conducting random inspections/audits as per Airports KPI.


  • Diploma in Aviation and/or Hospitality, or general management.
  • Reservations and CM training, Weight and Balance experience is an advantage.
  • Dangerous Goods Awareness Certification will be 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 5 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.

All shortlisted applicants will be contacted for next steps in the recruitment process.

Applications close on Monday, 15 July 2024

Send Application

Full Name: *
Email: *
Phone: *
Upload Cover Letter & Resume: *
Maximum file size: 1 MB