Customer Services Supervisor

Summary

The Supervisor ensures that passenger services operations meet the required service level standards. He/she works closely with other departments to resolve complex customer issues and carries out regular safety and/or security checks to maintain a safe working environment. He/she also serves as a mentor to team members and/or direct reports and is responsible for resolving conflicts, grievances and disputes among the team.

The Supervisor possesses a thorough understanding of airport and airline check-in requirements as well as operating standards and procedures for baggage handling systems. He/she also acts as a service ambassador for the organisation and works in shifts to accommodate round-the-clock flight arrivals and departures. He/she works well in a multicultural environment and deals with customers from different backgrounds professionally. Furthermore, he/she possesses excellent communication, interpersonal, customer service and people management skills.

Duties and Responsibilities

1) Provide quality customer services

· Coordinate underutilized resources to be re-deployed at gates and counters

· Develop day-to-day manpower plans for the deployment of agents and officers

· Handle dissatisfied customers and/or passengers at the counters, gates or in the aircraft before door closures

· Recommend improvements and new processes to enhance customer services

· Resolve exceptional customer situations

· Provide assistance to passengers with flight connections

· Highlight self-service systems and equipment flaws to initiate service improvements

2) Uphold safety and/or security standards

· Enforce compliance of safety and/or security standards in the workplace

· Investigate root causes of breaches in safety and/or security standards

· Carry out safety and/or security checks in the workplace

3) Influence organizational development

· Manage staff conflicts, grievances and disputes

· Provide coaching and feedback to improve team performance

· Provide on-the-job training to enhance capabilities of team members and/or direct reports

· Act as mentor to team members and/or direct reports

Act as a line trainer to groom team members

Requirements

▪ Minimum GCE 3 “O” levels and above

▪ Minimum 3 years’ experience in passenger handling or equivalent experience

▪ Minimum 1 year in a supervisory or leadership role

▪ Knowledge in using Departure Control System and Application