Duty Supervisor, Passenger Services

Job Title 

Duty Supervisor Passenger Services

Reports To 

Duty Manager Passenger Services

Division 

AeroDarat Services

Department 

Passenger Services

Role Purpose 

Supervise Customer Services Officer and operations to promote and achieve safe, timely and efficient customer services activities to our customer airlines. This is to be carried out in accordance with AeroDarat, regulatory department and customer airlines policies, standard operating procedures (SOP) and service level agreement (SLA). At all times, this position will be required to work in a safe, secure, professional, cost effective manner.

Key Accountability

1) Deliver a high quality customer service by providing efficient, quick and friendly service.         

2) Proficient knowledge and understanding of all AeroDarat and customer airlines standard operating procedures (SOP’s).

3) Supervise and engage Customer Service Officer to ensure good discipline and performance during operations

4) Attend to customers' complaints quickly and respond to customers' issues on time.

5) Validate requirement for additional manhours for operations and related cost

Qualification & Experience

Diploma in any related field with at least 1 year Experience experience in Ground Handling or

SPM with at least 3 years relevant experience in Ground Handling. 

Skill & Knowledge

Experience in Ground Handling Operations
Good Communication skills 

Key Challenges

1. Ability to remember and adhere to customer airlines policy and regulatory requirement's. 
2. Control staff discipline.