Summary

The Supervisor: Customer Service & Information will be responsible for allocating staff and managing shift operations, ensuring effective passenger assistance and delivery of high-quality customer service within the terminal.

Responsibilities

• Staff Allocation and Shift Management: Assign staff to service points such as information desks, terminal areas, and passenger support locations.
• Customer Service Supervision: Supervise delivery of customer service to ensure professionalism and adherence to service standards.
• Passenger Assistance Coordination: Ensure passengers receive accurate information and assistance throughout the terminal.
• Shift Reporting and Documentation: Prepare shift reports detailing activities, issues, and performance during the shift.
• Monitoring of Service Areas: Oversee operations at information counters and passenger service areas to ensure smooth functioning.
• Handling Passenger Issues and Complaints: Address and resolve passenger complaints or escalate when necessary.
• Coordination with Terminal Operations and Stakeholders: Work with terminal operations, airlines, and security teams to ensure coordinated service delivery.
• Compliance with Service Procedures: Ensure staff follow customer service procedures and airport policies.
• Training and Guidance of Staff: Provide guidance and support to customer service staff to improve service delivery.
• Incident Identification and Escalation: Identify service-related issues and escalate to management when required.

Education and Qualifications

• Bachelor’s degree in hospitality, Business Administration, or related field
• Diploma in Hospitality, Business Administration, or related field
• Training in customer service excellence or hospitality management is an added advantage

Requirements

• 3–5 years’ experience in customer service, hospitality, or airport operations roles
• Experience in airport or high passenger volume environments is an added advantage

Characteristics

• Additional languages are an added advantage
• Customer service operations
• Staff allocation and shift management
• Passenger assistance and coordination
• Leadership and team supervision
• Communication and interpersonal skills
• Problem-solving ability
• Ability to manage staff effectively
• Coordination with multiple stakeholders
• Ability to resolve customer issues

Reporting To

Manager