Customer Service Duty Manager – San Francisco

Customer Service Duty Manager – San Francisco

Reporting to the Manager Ground Operations – San Francisco, the Customer Service Duty Manager – San Francisco is responsible for supervising the delivery and achievement of Customer Service and operational objectives to promote and champion a safety culture and ensure on-time performance through collaborative engagement in accordance with contracted Service Level Agreements and other regulatory authorities.

KEY RESPONSIBILITIES

• Conducts pre-flight checks and communicates the required corrective action(s) where applicable and within company guidelines
• Influences and monitors the delivery of customer service satisfaction while ensuring contracted ground handler is driven and motivated to maximise revenue through ancillary sales and to mitigate financial risks caused by irregular operations.
• Responsible for operational decisions on each shift, monitors and assesses contracted ground handler and provides feedback to Manager Ground Operations – San Francisco.
• Prepares and submits a detailed report outlining any occurrences and/or any immediate corrective actions taken to mitigate risks and/or pending actions required for next shift.
• Investigates reported findings related to customer complaints and any other issues that may be raised from time to time.
• Apprises and complies with safety, security and operational requirements by Fiji Airways and other regulatory authorities at all times.
• Provides support by way of representation in operational forums and available for call outs as and when required.

QUALIFICATIONS, SKILLS & EXPERIENCE

• Must have a Diploma in Aviation and/or Hospitality or General Management
• To have Reservations and CM Training including Weight and Balance experience would be an advantage
• Must have a minimum of 5 years of experience in the aviation or hospitality industry
• To have a Dangerous Goods Awareness certificate would be an advantage
• Must have excellent written and verbal communication skills
• Must be proficient in MS Office applications
• Must be customer service oriented with strong organisational and problem solving skills
• To have experience in a managerial or supervisory role with demonstrated ability to lead and direct a team to achieve organisational objectives, would be an advantage
• Must be able to work in the United States of America

Applications close on Wednesday, 10 May 2023