Customer Services Supervisor

5 days ago

Changi East Region, Singapore dnata Full time $40,000 - $80,000 per year

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

  • 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
  • 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
  • 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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