Job Description
Duties and Responsibilities
Your main responsibilities in this role include the following:
Deploy available resources to best advantage in order to satisfy Customer and operational requirements arising during each duty period.
Analyze anticipated operational problems such as over bookings, adverse weather, delays, cancellation of flights, crew flight time limitations etc., and undertake remedial and pro-active action in line with relevant procedures to mitigate disruption to customers.
Ensure that all post flight activity is completed correctly, including flight and related ticketing reporting, in order to protect Company revenue and to facilitate the handling of customers and dead load at an-route stations and destinations.
Ensure that Handling Agent, Caterer and other service providers are fully briefed regarding Emirates’ requirements for the day’s operation (including any special handling) and that this information is updated as necessary in order to ensure a smooth and cost effective operation and that any inconvenience to our customers are minimized.
Respond to queries, complaints and claims in an efficient and timely manner in order to restore passenger confidence.
Undertake various administrative functions and other duties as directed from time to time by the Airport Services Manager or Airport Services Officer.
Process all baggage claims and control expenditure on damaged baggage replacements and lost baggage claims as per applicable procedures and in a timely manner.
Support, coach and develop airport services agents and other relevant personnel to ensure that they are fully briefed/debriefed of the operational requirements and they provide the required Customer service levels.
Assist the ASM in conducting staff performance reviews in line with Performance Matters (i.e. setting staff’s objectives and development plan) and support the PM process by ensuring feedback is provided to staff PM reviews within stipulated time limits.
Carry out credit card verification and Travel documents checks diligently.
Conduct regular self-audits to ensure Emirates specified standards on products, services, policies and procedures are followed consistently. Conduct various audits as directed by HQ and ensure timely reporting and corrective actions on non-conformance.
Play a key role in emergency response planning, exercising, and if ever activated, coordinate and work with appropriate stakeholders to react to an incident.
Job Requirements
Good standard of secondary education
Must have completed relevant and recognised professional training courses in Customer Services and Ground Operations.
Proven experience in supervising, guiding, coaching and motivating staff.
A working knowledge of Reservations / Fares and Ticketing, Departure Control Systems.
Knowledge of Baggage Tracing and claims handling.
Knowledge of Microsoft Word/ E-Mail/ Excel advantageous.
Building/maintaining excellent relations with Airport authorities.
Advanced skills in customer service delivery.
Fluent in spoken and written English and Dutch.
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