Senior Duty Officer/Customer Service incharge
Dnata-Kuwait Airways
مجموع سنوات الخبرة :9 years, 0 أشهر
• Handling Kuwait Airways traffic and operations by being in charge of all customer service activities.
Manage, organise and ensure that an excellent customer service is being provided from A to Z with an error free performance.
**Handling a high profile airline: Cathay Pacific, Virgin Atlantic, British Airways, KLM and Air France.
**Support, coach, develop, and motivate team members to build morale, ensure proper decorum and service levels are met, but more importantly, the highest levels of customer service are consistently delivered.
**Solve customer queries and generate ideas to improve customer's challenges and issues.
**Organize on time opening/closing of the flight, secure prior arrangements to effectively deal with demanding situations such as, but not limited to: Over-bookings, Downgrading of Aircraft, Delays and Cancellations, VIP handling.
**Maintain airline specific requirements and ensure compliance of civil aviation regulations.
**Implement service recoveries to calm dissatisfied passengers/customer airlines and resolve operational discrepancies.
**Pass timely and relevant information to all stakeholders/customer airlines
**Arrange extra manpower as and when necessary to handle delays or extra flights.
**Take corrective actions to prevent/solve operational discrepancies.
**Build strong relations with customer airlines and all stakeholders.
*Reporting to Duty Officer
*Conducts Briefings to the staff before the flights
*Provide Good Customer Service to any passengers & staff.
*Shift In Charge .
*Checked in, Boarding, Transfers Passengers
*Handle difficult situations created by passengers & staff
Management Information System, MIS