Customer Services Supervisor

4 weeks ago


Singapore Dnata Singapore Pte. Ltd. Full time

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



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