Duty Officer – Green Africa Airways Limited

September 8, 2022

Job Description

Job Role

  • Understand and administer company/division policies, guidelines, and practices.
  • Ensure all passengers are handled in a professional manner.
  • Keep effective communication lines with our key clients and corporate passengers.
  • Takes decisions regarding all frontline procedures independently without immediate referral to the Duty Manager when necessary.
  • Makes timely decisions on ticketing/check in issues that may impinge on OTP of all flights.
  • Ensure check in agents are adequately briefed on new changes in ticketing.
  • Provide a visible Green Africa supervisory presence at each departure and arrival while being available to staff and customers as needed within established company standards.
  • Assisting Customer Service Agents/Leads in their interactions with passengers and intervening to provide support where necessary.
  • Always seek to secure Customer Loyalty by providing exceptional service.
  • Maintain quality through leadership, coaching and supervision.
  • Supervising flight arrivals and departures and all the activities of customer service agents/leads and ensure decisions are made Authorising excess luggage charges, ticket change fees etc.
  • Review and approve employee leave requests, staff scheduling.
  • Responsible for post-departure activities and front-line document.
  • Provide Duty Manager with daily, weekly and monthly reports.
  • Responding to communication and requests and follow up on lost and found and service recovery issues.
  • Act as Delay coordinator and coordinate the prompt handing of crew/customer relations issues.
  • Understand and administer company policies, guidelines and practices. Passing on information on new products and services received from the Head Office.

Skills

  • Coordination Skills.
  • Customer service skills
  • Leadership skills
  • Good communication skills.
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