Customer Service Lead

3 weeks ago

Adelaide, South Australia Emirates Full time

Job Summary

The Airport Services Supervisor will be responsible for leading a team of airport services staff to ensure the smooth operation of Emirates' airport services. This includes deploying resources to meet customer and operational requirements, analyzing operational problems, and undertaking remedial and proactive action to mitigate disruption to customers.

Key Responsibilities

  • 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 overbookings, adverse weather, delays, cancellation of flights, crew flight time limitations, etc., and undertake remedial and proactive 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 en-route stations and destinations.
  • Support, and if necessary undertake, the processing of all baggage claims and control expenditure on damaged baggage replacements and lost baggage claims as per applicable procedures and in a timely manner.
  • Conduct staff performance reviews (i.e., setting staff's objectives and development plan) and support the PM process by ensuring feedback is provided to staff within stipulated time limits.
  • Ensure that service suppliers are fully briefed regarding Emirates' requirements and that they deliver them in a timely and efficient manner so that the service handling proceeds smoothly and Emirates' customers' expectations are met or exceeded.
  • Investigate and respond to queries and complaints in an efficient and timely manner in order to restore customer confidence.
  • Ensure the expeditious and accurate completion of all reports & statistical data including customer trends, meal wastage, and recording of inwards goods & confirmation of invoices. Ensure completion of daily/weekly stock control.
  • Undertake various administrative functions and other duties as directed from time to time by the Airport Services Manager or senior station official on duty.
  • Ensure all agents working for, or on behalf of Emirates, are well-motivated, groomed, given coaching/guidance support, and that they are able to perform their tasks in an efficient and professional manner to ensure a high level of customer service. Also provide required feedback into the agents' PM process.
  • Supervisor will be responsible for projects and championing areas of the operation e.g., check-in, boarding, connections, arrivals, CDS, etc., and will need to work with all stakeholders and service partners to ensure service delivery to Emirates' standards, and will be involved in reviewing the product and services as required to further enhance these.
  • 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.
  • When required, undertake and support operational duties across all areas of the operation, and related admin duties.
  • Carry out various administration duties in support of the stations' operation or as directed from time to time by the Airport Services Manager or senior station official on duty. Including invoice verification, liaison with suppliers, inspections, and audits.
  • Play a key role in emergency response planning, exercising, and if ever activated, coordinate and work with appropriate stakeholders to react to an incident.

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