Job description:Job Title
Customer Services Officer (Station)
Reports To
Station Head - Airport Services
Role Purpose
To assist Enrich Ops. Manager to plan and execute Enrich collateral fulfillment to Enrich members, develop Enrich product training modules, create and conduct training programs to stakeholders and quality assurance plan to ensure a reliable, timely and efficient Enrich member service delivery. Monitoring and managing Vendors to ensure implementation and compliance.
Key Accountability
- To support SH for the airlines overall ground operations at the airport.
- To support SH to ensure airlines ground operations are in full compliance to all safety, security, regulatory requirement and all airlines' policies, procedures, and operating manual.
- To undertake an oversight function on all outsourced functions performed by appointed GSP and vendors.
- To support SH to ensure delivery of all airline's product and services at all ground customer touch points consistently meet and exceed the service quality target set.
- To support SH for all other aspects of the airport operations such as Documentation, Record Keeping, Training, Manpower, GSP Performance, GSP Contract and SLA, Customer Service, Risk Management, Operations, Disruption, Crisis, Stakeholders Engagement and Communication, Financial, Reporting, and other relevant functions.
Qualifications & Working Experience
- Degree or Diploma in any field, Must have at least 5 years of relevant work experience to carry out the functions and responsibilities of a CSO.
- High School Certificate or equivalent with at least 1 year working experience in any relevant field.
Skills & Knowledge
- Capabilities and skills in problem solving.
- A team player with excellent interpersonal, communication and influence skills.
- Calm and patience approach to irate passengers and to remain calm under pressure.
- Ability to work under pressure.
Key Challenges
- Unsatisfied and demanding passengers.
- Ability to make prompt decision.
- Cancellation and/or delayed flights.
- Missed connection flights Accommodation and transport (delayed or the staff itself).