Job Category: Office
Job Type: Full Time
Responsibilities
- Supervise front-line airport staff to ensure excellent customer service and smooth passenger handling.
- Resolve escalated customer issues related to check-in, boarding, luggage, or delays.
- Monitor staff performance and provide coaching or training where needed.
- Coordinate with airline, ground handling, and security teams to maintain operational efficiency.
- Ensure compliance with airport safety procedures, airline policies, and regulatory standards.
- Prepare shift reports and incident logs for management review.
- Oversee service counters, gate activities, and passenger assistance operations.
- Respond promptly to unexpected disruptions or emergencies, maintaining calm and control.
- Implement service improvement plans to boost customer satisfaction scores.
Job Profile
- Bachelor’s degree in Aviation Management, Hospitality, or a related field.
- 3–5 years of experience in airline or airport customer service roles, including supervisory experience.
- Excellent interpersonal, problem-solving, and conflict-resolution skills.
- Strong knowledge of airport operations and passenger service protocols.
- Ability to work flexible shifts, including nights, weekends, and holidays.