Customer Service Manager
National Aviation services
مجموع سنوات الخبرة :18 years, 9 أشهر
• Coordinate with operational issues and Liaise with Security Authorities at the airport to Ensure proper organization and planning to all flights of the day and Ensure proper allocation of staff to cover all areas
• Monitor staff punctuality and Meet the demands of the operation from time to time to ensure smooth function. such as extra flights, unexpected long flight delays or cancellations, aircraft rotation, VIP flight, Shell flight
• Ensure/ monitor when flight is cancelled to advise these departments ATC, AOCC, Immigration, Security Load Control, Cargo, Ramp, monitor meal uplift and avoid wastage when flight is cancelled and advise catering
• Staff/ Supervisor performance or any discrepancies observed with suggestions for rectification and improvement
• liaise with representative and when required to meet operational demand of clients and to Cover all areas of the airport to ensure smooth function and proper organization
• Submit FHR/ weekly and monthly operations reports of all stations to Manager - Desert Operations on daily basis on station activities at the end of the day
• Submit a separate report on any other incidents such as flight technical, cancellation and extra flights
• Coordinate with the clients and discuss the flight operation issue
• Coordinate with flight information office to update airport flight signage for various requirements
• Submission for Finance Department the monthly statistics report of the station
• Supervised scheduling of employees and managing workgroup assignments.
• Oversaw the daily ramp operations and provided leadership to all supervisors and front line staffing.
• Worked with corporate management to maximize operational performance in areas of on-time performance, staffing, training and safety.
• Supervising & handling flight operations for delay/ cancellation & providing assistance to passengers against overbooked/ delayed/ cancelled flights
• Managing customer service operations inclusive of implementing short / long term plans with focus on excelling business targets & service delivery metrics
• Identifying improvement areas and suggesting measures to maximise customer satisfaction levels
• Managing customer service operations & ensuring customer satisfaction by achieving delivery & service quality norms
• Ensuring customer satisfaction by achieving delivery of service quality norms by interacting with guests, handle guests requests & resolving complaints
• Leading & monitoring the performance of customer service officers, to ensure efficiency in operations & meeting of individual & group targets
• Resolving conflicts, issues within the team as well as implementing team motivational activities to augment contribution levels
• Managing customer service operations & ensuring customer satisfaction by achieving delivery & service quality norms
• Ensuring customer satisfaction by achieving delivery of service quality norms by interacting with guests, handle guests requests & resolving complaints
• Leading & monitoring the performance of customer service officers, to ensure efficiency in operations & meeting of individual & group targets
• Resolving conflicts, issues within the team as well as implementing team motivational activities to augment contribution levels
• Coordinate with operational issues and Liaise with Security Authorities at the airport to Ensure proper organization and planning to all flights of the day and Ensure proper allocation of staff to cover all areas
• Monitor staff punctuality and Meet the demands of the operation from time to time to ensure smooth function. such as extra flights, unexpected long flight delays or cancellations, aircraft rotation, VIP flight, Shell flight
• Submit FHR/ weekly and monthly operations reports of all stations to Manager - Desert Operations on daily basis on station activities at the end of the day
• Submit a separate report on any other incidents such as flight technical, cancellation and extra flights
• Coordinate with the clients and discuss the flight operation issue
• Coordinate with flight information office to update airport flight signage for various requirements
• Submission for Finance Department the monthly statistics report of the station
• Supervised scheduling of employees and managing workgroup assignments.
• Oversaw the daily ramp operations and provided leadership to all supervisors and front line staffing.
• Worked with corporate management to maximize operational performance in areas of on-time performance, staffing, training and safety.
• Supervising & handling flight operations for delay/ cancellation & providing assistance to passengers against overbooked/ delayed/ cancelled flights
• Managing customer service operations inclusive of implementing short / long term plans with focus on excelling business targets & service delivery metrics
• Identifying improvement areas and suggesting measures to maximise customer satisfaction levels
• Managing customer service operations & ensuring customer satisfaction by achieving delivery & service quality norms
• Coordinate with operational issues and Liaise with Security Authorities at the airport to Ensure proper organization and planning to all flights of the day and Ensure proper allocation of staff to cover all areas
• Monitor staff punctuality and Meet the demands of the operation from time to time to ensure smooth function. such as extra flights, unexpected long flight delays or cancellations, aircraft rotation, VIP flight, Shell flight
• Ensure/ monitor when flight is cancelled to advise these departments ATC, AOCC, Immigration, Security Load Control, Cargo, Ramp, monitor meal uplift and avoid wastage when flight is cancelled and advise catering
• Staff/ Supervisor performance or any discrepancies observed with suggestions for rectification and improvement
• liaise with representative and when required to meet operational demand of clients and to Cover all areas of the airport to ensure smooth function and proper organization
• Submit FHR/ weekly and monthly operations reports of all stations to Manager - Desert Operations on daily basis on station activities at the end of the day
• Submit a separate report on any other incidents such as flight technical, cancellation and extra flights
• Coordinate with the clients and discuss the flight operation issue
• Coordinate with flight information office to update airport flight signage for various requirements
• Submission for Finance Department the monthly statistics report of the station
• Supervised scheduling of employees and managing workgroup assignments.
• Oversaw the daily ramp operations and provided leadership to all supervisors and front line staffing.
• Worked with corporate management to maximize operational performance in areas of on-time performance, staffing, training and safety.
• Supervising & handling flight operations for delay/ cancellation & providing assistance to passengers against overbooked/ delayed/ cancelled flights
• Managing customer service operations inclusive of implementing short / long term plans with focus on excelling business targets & service delivery metrics
• Identifying improvement areas and suggesting measures to maximise customer satisfaction levels
• Managing customer service operations & ensuring customer satisfaction by achieving delivery & service quality norms
• Carrying out daily functions to ensure that the operations run smoothly and conform to safety and security requirements, pro-actively prevent and as directed, managing flight disruptions & irregularities in an effective manner
• Communicating with customers, team members and managing agents to ensure that both internal and external customers are provided with consistent service excellence in the spirit of service
• Handling cost & revenue implications of customer service and operational decisions; be vigilant in identifying and acting upon sales opportunities at the airport
• Making & maintaining good rapport with key stakeholders such as airport authorities, government agencies, suppliers and ensuring efficient facilitation of operational processes, procedures & customer services and fully aware of business & commercial environment
• Helping & supporting Airport Services Manager and Manager On Duty with administrative duties and operational requirement
• Completing all check-in procedures diligently, efficiently guiding company’s standards and legal authorities to achieve customer satisfaction, loyalty and safe aircraft operations
• Executing all departure and boarding activities smoothly and effectively to ensure customer satisfaction, security/safety and flight schedule maintenance
• Accounting direct revenue collected at the counter e.g. excess baggage charges, ticket sales with the view to reconciling sales returns
• Carrying out daily functions to ensure that the operations run smoothly and conform to safety and security requirements, pro-actively prevent and as directed, managing flight disruptions & irregularities in an effective manner
• Communicating with customers, team members and managing agents to ensure that both internal and external customers are provided with consistent service excellence in the spirit of service
• Handling cost & revenue implications of customer service and operational decisions; be vigilant in identifying and acting upon sales opportunities at the airport
• Making & maintaining good rapport with key stakeholders such as airport authorities, government agencies, suppliers and ensuring efficient facilitation of operational processes, procedures & customer services and fully aware of business & commercial environment
• Helping & supporting Airport Services Manager and Manager On Duty with administrative duties and operational requirement
• Completing all check-in procedures diligently, efficiently guiding company’s standards and legal authorities to achieve customer satisfaction, loyalty and safe aircraft operations
• Executing all departure and boarding activities smoothly and effectively to ensure customer satisfaction, security/safety and flight schedule maintenance
• Accounting direct revenue collected at the counter e.g. excess baggage charges, ticket sales with the view to reconciling sales returns
• Pre-planning and performing meet to guide activities for arriving passengers and ensuring smooth facilitation of any special needs passengers and as a legal requirement deal with Interline /transfer passengers to facilitate smooth transfers and customer satisfaction
• Supervising passenger’s queries with good appreciation from the customers and with good quality scores
• Resolving passenger’s queries at check-in counters in different kind of situation where passenger is not satisfied at counters