Job Overview
Customer Services Manager – Nadi
This role reports to the Manager Ground Operations Nadi and is responsible for overseeing all passenger service requirements in accordance with company procedures and legislations.
The Customer Service Manager – Nadi will conjugate his/her expertise with that of the Customer Service Duty Managers however, will need to maintain independence in providing objective reporting on overall Front of House (FOH) operations ensuring Customer Service, Operational and Financial effeciency.
The successful incumbent will also be the designated US Complaints Resolution Official (CRO) for Fiji Airways.
KEY RESPONSIBILITIES
-
Leads by example and motivates teams in order to achieve the best results by exemplifying integrity, professionalism and excellent communication skills.
-
Provides support by way or representation in operational forums and available for call outs during as and when the need requires.
-
As a designated CRO, must be available to service for all flights to USA. Be able to professionaly handle complains or concerns raised about discrimination, accommodations, or services with respect to passengers with a disability.
-
Drives and monitors the delivery of customer service satisfaction by contracted ground handler to ensure compliance with Service Level Agreement, Fiji Airways Ground Operations manual, safety, security and Dangerous goods policies and procedures.
-
Ensure compliance of company policies regarding Safety, customer service, baggage handling and On-Time Performance, irregular operations and other targets.
-
Reviews FOH stations audits/inspections and works proactively to propose corrective and preventive actions
-
Analyse FOH station performance against critical measures, assist Station Manager with developing effective action plans, and ensure accountability for implementation of solutions to achieve performance objectives.
-
Ensure mandatory, regulatory and organizational training requirements are accomplished; ensure revenue targets are achieved and is able to highlight inconsistency.
-
Laisies with MGOSCT in developing FOH training progams for operations team and checks that training condcted by contracted service providers are relevant to Fiji Airways.
-
Educates and evaluates understanding of operations team on FOH ground operations procedures and standing orders.
-
Assist during service disruptions and provides guidance to CSDM. Analyses feedback on disruption handling & shift reports and provides recommendation to MGO-NAN.
-
Tracks station mishandled baggage handling performance on weekly basis and prepares a report for MGO-NAN
-
Ensure that Customer Complaints in relation to FOH operations are investigated and Customer Care Department informed in a timely manner.
-
Develop commercial relationships at an operational level respecting the budget constraints while also aiming to reduce costs while maintaining/improving quality.
-
Provide guidance to station manager to ensure compliance of controlling station expenses/costs, develop new cost control measures and maintain an effective cost control program.
-
Ensures fortnightly shift rosters are prepared and work allocated to individuals are fairly distrubuted and justifiable
-
Work on any additional projects as required by MGO NAN or Senior Manager Global Airports
QUALIFICATIONS & EXPERIENCE
-
Diploma in Hospitality and/or Tourism, 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 are open to all Fijians. Former employees of Fiji Airways or Fiji Link are welcome to apply. All shortlisted applicants will be contacted for next steps of the recruitment process.
Applications close on Wednesday, 10 May 2023