Customer Services Supervisor

dnata Airport Services; Singapore; On-site; SGD 45,000 - 65,000; Full time

Job summary

A leading airport services company is seeking a Supervisor to ensure the quality of passenger services. The ideal candidate will manage staff, handle customer concerns, and maintain safety standards. Required qualifications include a minimum of GCE 3 'O' levels and 3 years' experience in passenger handling, with at least 1 year in a supervisory role. Strong customer service and conflict resolution skills are essential. Shift work is required.

Qualifications

• 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.

Responsibilities

• Provide quality customer services.
• Coordinate underutilized resources for deployment.
• Handle dissatisfied customers at the counters.
• Resolve exceptional customer situations.
• Manage staff conflicts and grievances.

Skills

Customer service

Conflict resolution

Interpersonal skills

Leadership

Multicultural awareness

Education

GCE 3 'O' levels

Tools

Departure Control System

Job description

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.

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