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Senior Customer Services Agent

  • Anywhere

*General Job Purpose Brief
Lead the provision on the services at the designated areas such as (but not limited to) check-in counters, boarding gates, transfer desk, offices, Lost & Found and Customer Care unit by monitoring the flights and dissemination of information ensuring provision of services as per the laid down service standards.
*Work Duties
1. Ensure frontline staff is constantly briefed/de-briefed related to customer service standards and Standard Operating Procedures (SOP) on shift/flight basis
2. Control the performance of the subordinates through constant monitoring and briefing the staff on flight-wise and shift-wise basis. Briefing may relate to grooming standards, passenger handling requirement of the particular airline or the particular flight. This is done to promote quality environment
3. Use trouble-shooting techniques in the areas of jurisdiction by identifying the problem, seeking alternatives, then deciding on the correct option in order to minimize/eliminate flight delays, passenger inconvenience and maintaining the Safety/Security requirements. Provide constant feedback to the Supervisors with regards to staff performance and discipline
4. Liaise with Airport security and Immigration in-order to speed-up all customer Care passengers handling process
5. Monitor the Customer Care handling process provided for QR and other Airlines
6. Prevent and report misuse of company assets or customer properties
7. Manage effectively adverse situations pertaining to but not limited only on flight delays, disruptions, cancellations, or downgrading of aircrafts. This may be done in coordination with the Supervisor available on shift
8. Perform other department duties related to his/her position as directed by the Head of the Department
9. Monitor manpower on designated areas through constant briefing on grooming standards, flight handling procedures, and passenger handling requirements of a particular airline or flight. This is done to promote quality service and environment
10. Provide on the job support to the staff on handling their queries related to visa and other document issues

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Advertisement Area
Wordpress backlinks generator
Free public records and people finder tool
Cities and States latitudes and longitudes
Creative shipping and logistics solution in Egypt
Wordpress backlinks generatorVisit https://maqo.siteVisit https://dialy-deal.comVisit https://www.maqo.site