Customer Service Duty Manager – Singapore

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Fiji Airways
  • Post Date: May 4, 2023
  • Applications 1
  • Views 74
Job Overview

Reporting to the Manager Ground Operations – Singapore, the Customer Service Duty Manager – Singapore is responsible for supervising the delivery and achievement of Customer Service and operational objectives to promote and champion a safety culture and FJ’s 5 Star Skytrax rating and on time performance through collaborative engagement in accordance with contracted Service Level Agreements and other regulatory authorities.

KEY RESPONSIBILITIES

  • Drives and motivates the staff to achieve the best results by exemplifying integrity, professionalism and excellent communication skills.
  • Maximises revenue through ancillary sales and minimises financial risks caused by irregular operations.
  • Conducts pre-flight 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 adhoc 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.
  • Undertakes any other tasks assigned by MGO.

QUALIFICATIONS, SKILLS & EXPERIENCE

  • 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.

Applications close on Tuesday, 16 May 2023

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