Airport Services Supervisor
2 months ago
Job Summary
As a key member of the Emirates team, you will be responsible for ensuring the highest level of service delivery in airport operations. Your primary focus will be on supervising and coordinating internal and external agencies to ensure timely, efficient, and professional service delivery.
Key Responsibilities
- Analyze operational problems and take proactive measures to minimize disruption to customers.
- Ensure that handling agents, caterers, and other service providers are briefed on Emirates' requirements and that information is updated as necessary.
- Complete post-flight activities to protect company revenue and facilitate customer handling.
- Respond to customer queries, complaints, and claims in a timely and efficient manner.
- Process baggage claims and control expenditure on damaged baggage replacements and lost baggage claims.
- Support and cover the Emirates Ticket Desk and undertake ticketing/reservation duties.
- Develop and coach airport services agents to ensure they provide the required customer service levels.
- Assist in conducting staff performance reviews and support the Performance Matters process.
- Carry out credit card verification and travel document checks.
- Support duties in the Emirates lounge and liaise with service providers to ensure service standards are met.
Requirements
Minimum Grade 12 or equivalent, with relevant professional training courses in Customer Services and Ground Operations. A minimum of 4 years' Airline Industry experience is required, with a working knowledge of Reservations/Fares and Ticketing, Departure Control Systems, Baggage Tracing, and claims handling. Fluency in spoken and written English and local language is essential, with advanced skills in Customer Service Delivery.
Benefits
Emirates offers a competitive remuneration package, discounts on flights and hotel stays, and a dynamic work environment that fosters growth and development.
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