Job Description
Aviation Jobs. Jambojet Jobs
Role Purpose Statement
Under the general direction and guidance of the Director of Operations, the Passenger Services Officer Executive is tasked with spearheading initiatives to enhance customer satisfaction. This role involves ensuring that customer interactions at every touchpoint are in line with Jambojet’s service standards, leading to improved customer loyalty and operational excellence.
Key Accountabilities / Responsibilities
- Develop and implement Passenger Services Officer strategies for ground operations in alignment with overall business objectives, while promoting a culture of exceptional customer service within the ground operations team.
- Ensure effective management of customer feedback mechanisms, addressing complaints, queries, and suggestions promptly and effectively.
- Responsible for implementing and overseeing customer loyalty programs, as well as engaging directly with customers across various channels, particularly at the airport, to enhance customer engagement and retention.
- Conduct regular training and workshops for ground staff on customer service excellence and Jambojet service standards to maintain high-quality service.
- Monitor and report on Passenger Services Officer metrics at the ground level, providing insights and recommendations for continual improvement.
- Liaise with airport authorities and service providers to ensure service requirements are met and developing and maintaining emergency response protocols for customer-related incidents on the ground.
- Keep abreast of industry trends and best practices in ground operations customer service, and integrating innovative solutions, to ensure the company stays competitive and compliant.
- Maintain a comprehensive and up-to-date tracking system for customer concerns and resolutions to ensure transparency and accountability in customer service operations.
Know How
Technical Knowledge:
- Deep understanding of ground operations in the aviation industry, with a focus on customer service.
Management Skills:
- Proven capability in managing Passenger Services Officer strategies and teams.
Human Relations Skills:
- Excellent interpersonal and communication skills, with the ability to interact effectively with diverse customer groups and staff.
Specialized Knowledge:
- Familiarity with airport operations, regulatory requirements, and customer service best practices in the aviation sector.
Problem Solving
Thinking Environment:
- Work in a dynamic and fast-paced airport environment, addressing diverse and immediate customer service challenges.
Thinking Challenge:
- Balancing operational efficiency with high-quality customer service in a highly regulated and competitive industry.
Accountability
Freedom to Act:
- Autonomy in decision-making regarding Passenger Services Officer in ground operations, guided by Jambojet’s policies and goals.
Magnitude:
- Directly responsible for the quality of Passenger Services Officer in ground operations, a critical aspect of Jambojet’s overall service delivery.
Impact of Decisions:
Decisions significantly affect customer satisfaction, brand perception, and operational success in ground operations.
Qualifications
Education:
- Minimum of a Bachelor’s degree in Hospitality or a related field from a recognized university.
Experience:
- Minimum of 5 years of experience in the service industry.
Certifications:
- Relevant industry certifications. Membership to professional bodies is an added advantage.
How to Apply
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