Customer Service Duty Manager – Nausori

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Fiji Airways
  • Post Date: September 6, 2023
  • Applications 0
  • Views 17
Job Overview

Customer Service Duty Manager – Nausori

We are looking for a dynamic individual with a passion to serve with care.

Reporting to the Manager Ground Operations – Nausori, this role is responsible to Supervise the delivery and achievement of Customer Service and Operational objectives.  Promote and champion a Safety Culture, FJ’s 4 Star Skytrax rating and on time performance through collaborative engagement in accordance with the contracted SLA for Ground Handling, the airport management, and regulatory authorities. Apply all safety and security protocols required by legislation, regulation or Company policy.


  • Drives and motivates the staff to achieve the best results by exemplifying integrity, professionalism and excellent communication skills while keeping the customer at the heart of everything we do.
  • Maximizes revenue through anciliary sales and minimizes financial risks caused by irregular operations.
  • Conducts preflight checks using Amadeus Customer Management and other Company systems, and communicate the required corrective actions where applicable within company guidelines.
  • Influences and monitors the delivery of customer service at the desired level to ensure customer satisfaction and compliance with Fiji Airways Ground Operations Manual, Safety, Security and Dangerous goods policies and procedures.
  • Takes operational decisions on each shift to ensure customer satisfaction and on time departure, and during irregular operations controls issuance of meal, transportation and accommodation vouchers within company guidelines, and prepares Flight Interruption Manifests (FIMs).
  • Ensures mishandled baggage claims are recorded and processed, and follows through for closure of reports and baggage deliveries.
  • Prepares and submits a detailed report for each shift outlining disruptions and/or delays or offloads, occurrences and/or any immediate corrective actions taken to mitigate risks and/or any pending actions required for next shift.
  • Verifies shift sales generated and executes banking process with necessary documentation to ensure complete accuracy and accountability of company revenue.
  • Monitors and assesses performance of the staff and provides feedback to MGO for appropriate action.
  • Carries out self-inspections of station operations including check-in, boarding, arrival and ramp operations and formal audits as per the published Annual Audit Plan.
  • Investigates customer complaints and dissatisfaction, determines findings and reports back to Management via ad hoc or operational reporting as required.
  • Complies at all times with all safety, security and operational regulations published by relevant regulatory authorities and with Company requirements.
  • Assists with administrative activities, including representing the Company in operational forums and meetings, and ensuring that Fiji Airways corporate objectives are represented.  Responds to call outs as and when the need arises.
  • Coordinate Fixed Based Operations as and when requested by MGO.


  • 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 organizational, 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.

Applications are open to all Fijians.  Former employees of Fiji Airways or Fiji Link are welcome to apply and their past experience will be taken into consideration.

Applications close on Thursday, 8 September 2022

Job Detail
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