Our client one of the Biggest Airlines in Europe is now looking for a Saudi National to fill the role of Passenger Handling Supervisor
Purpose of the job
Perform all activities regarding customer service handling according to the standards of quality, safety, security, profitability and customer satisfaction by supervising handling staff in customer service process within different areas (check-in, boarding, transfer, arrival, lounge, etc.)
Under the management of the duty manager during a shift, supervises the handling company, monitors areas (check-in, boarding, transfer, arrival, lounge, etc.), provide a technical support while necessary and ensure the best customer service.
1. In compliance with Company procedures and under the supervision of the Duty Station Manager, monitors and performs the customer service process (check-in, boarding, transfer, lounge, arrival, flight closure, etc.) to ensure the best quality of service and on time flight departure.
Supervise the customer service activity and process
Monitors activities of handling company in order to ensure the best customer service standards
Verifies compliance with all safety and security procedures
Informs passengers, crew and Duty Station Manager of any irregularity
Monitor special cases, such as First Class, VIP or high revenue customers
Coaches subcontractor agents to ensure compliance with Quality Standards
Supports Agents in case of irregularities to minimise negative impact on customers
Adjusts catering needs
2. In line with Company guidelines, each Supervisor could be responsible for additional tasks in order to contribute to the management of operations in the station.
Monitors some station inventories and executes orders
Updates manuals and monitors implementation of procedures
Monitors of excess bags tools to cash payments and reports on results
3. In compliance with the Group Quality and Safety Standards, performs all activities linked to the acceptance of customers on the company's flights
Ensures compliance with dangerous goods regulations
Monitor compliance with Airline 7 service standards
Ensures a front line service for the self-check-in machines (where available)
4. In compliance with the Group Quality Standards performs all commercial activities linked to the issuance of tickets in order to contribute to the turnover.
Promotes new products and services, informs customers, makes booking, and finalise sales of Groups & Skyteam air tickets
Ensure collection of excess baggage fees and handles after-sales queries
Supports and supervises airport handling companies
Handles all activities resulting from an irregularity: rebooking, overbooking, re-routings, refunds, tracing lost luggage, etc.
Job-Requirements: knowledge, learned disciplines, experience
Fluent in English and Arabic. Other languages such as Dutch & French are of an advantage.
Knowledge or experience of the following is a plus: customer care, flight handling processes, reservation & ticketing, customer s acceptance.