Customer Services Supervisor

dnata; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading airline service provider in Singapore is seeking a Supervisor for passenger services. The role involves ensuring quality customer service, managing resources, and mentoring team members. Candidates should have at least 3 years' experience in passenger handling and 1 year in a supervisory position. This position requires a thorough understanding of airline operations and excellent communication skills, as well as the ability to manage conflicts and train team members.

Qualifications

• Minimum 3 years' experience in passenger handling or equivalent.
• Minimum 1 year in a supervisory or leadership role.
• Knowledge in using Departure Control System and Application.

Responsibilities

• Ensure quality customer services are provided.
• Coordinate resources for deployment at gates and counters.
• Handle complaints from customers or passengers.
• Conduct safety and security checks in the workplace.
• Mentor team members and direct reports.

Skills

Excellent communication skills

Interpersonal skills

Customer service skills

People management skills

Education

Minimum 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.

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