Customer Services Supervisor

SummaryThe 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 ResponsibilitiesProvide quality customer servicesCoordinate underutilized resources to be re-deployed at gates and countersDevelop day-to-day manpower plans for the deployment of agents and officersHandle dissatisfied customers and/or passengers at the counters, gates or in the aircraft before door closuresRecommend improvements and new processes to enhance customer servicesResolve exceptional customer situationsProvide assistance to passengers with flight connectionsHighlight 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 workplaceInvestigate root causes of breaches in safety and/or security standardsCarry out safety and/or security checks in the workplace Influence organizational development Manage staff conflicts, grievances and disputesProvide coaching and feedback to improve team performanceProvide on-the-job training to enhance capabilities of team members and/or direct reportsAct as mentor to team members and/or direct reportsAct as a line trainer to groom team membersRequirementsMinimum GCE 3 “O” levels and aboveMinimum 3 years’ experience in passenger handling or equivalent experienceMinimum 1 year in a supervisory or leadership roleKnowledge in using Departure Control System and Application