Take charge of the various work areas in Passenger Services operations. Daily duties include:
Oversee flight handling for airlines
Ensure close liaison with Airline Relations Manager on all matters pertaining to operations
Takes charge and direct staff on all aspects of customer service delivery and performance to airline customers and their passengers
Submit daily handling reports to Airline Relations Managers/Manager/Senior Manager
Account handling for airlines. This includes:
Ad-hoc airline meetings to resolve issues or complaints
Follow up with airlines and passengers on incidents to provide closure and recovery service, if necessary
Review work procedures and solution implementations to improve service
Monitoring of SLAs and agreed serviced standards to ensure compliance
Take charge of assigned areas of work in operations. This includes:
Ensure that all airline standards, requirements and guidelines are achieved on a consistent and regular basis
Monitor performance of staff at Operations
Investigate daily complaints, mishandling and operational lapses and submit the full investigation reports to the respective ARM
Brief all staff on new instructions and requirements (include staff decorum and grooming)
Ensure that SOP and security directives are adhered to by staff and to provide feedback and recommendations for improvement or modification
Conduct daily reviews with respective Passenger Service Specialist to ensure manning levels and other resources are deployed efficiently
Ensure sufficient resources are deployed for delayed and exception flight handling. Take a leadership role.
Attend to emergency situations including cash-related matters for AOG, DBC, etc
Oversee special handling requirements (VIP, etc) to ensure smooth handling
Works jointly with ARM/staff to ensure that Company/Airline KPIs are met:
Service Level Agreements (SLAs) of Airline Customers
CAG GOEM and SQS Surveys
Operating KPIs \xe2\x80\x93 documents/visa infringements, flight delays, security lapses, etc.
In compliance with Personal Data Protection Commission\xe2\x80\x99s regulations, associate is to ensure that all flight related printout, documents or forms containing passenger(s)\xe2\x80\x99 names and other information is not made accessible to public which may result to leakage of passenger\xe2\x80\x99s personal data. These forms should be disposed into the document disposal carton boxes (Crimson) at designated area
Any other duties as assigned during course of work
Manage China Airlines with Chinese speaking passengers
Working Hours
6 days a week (Monday to Sunday)
44 hours per week
Rotating Shift Hours
Working Location
Changi Airport 1, 2 or 3
Basic Salary
$2,200 - $2,815 (Depending on qualification and working experiences)
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