Customer Service Supervisor - dnata Erbil

Note: this posting will expire on 1st of May 2025 Erbil LT

Responsibilities:

• Supervise all customer services activities to achieve consistent quality service, in compliance with agreed Service Standards & Standard Operating Procedures (SOP). Ensure the deployment of frontline staff at designated areas according to resource plan and operational requirements.
• Ensure that resources are deployed and flights are opened/closed on time according to the service level agreement.
• Liaise and co-ordinate with Airline personnel with regards to their daily operational requirements.
• Prepare a feedback report in case of delays or issues with corrective actions and recommendations. Co-ordinate with Dispatcher/TRC to make sure that correct baggage is physically offloaded on time.
• Ensures all required resources are assigned on flights according to the passenger profiles and the SLAs to maintain and enhance passenger’s satisfaction and safe operation
• Collate information for the flight handling process and communicate to all frontline staff. 
• Encourage the frontline staff in-order to achieve high morale, discipline, service standard and grooming standard. 
• Maintain the safe and secured work environment for staff at area of jurisdiction by ensuring that they consistently apply the company Safety Policy and Security Standards
• Co-ordinate with the Customer Service Manager to implement troubleshooting in case of planned and unplanned system outage. Update the fall-back arrangements regularly in-order to maintain an efficient contingency plan to handle the disruptions.
• Diffuse aggressive situations between the front-line staff and customers by promptly stepping-in and by employing effective human relations, customer orientation and decision-making skills.
• Ensure frontline staffs are constantly monitored and briefed/de-briefed on the delivery of customer service, maintenance of service standards as per the SLA on shift/flight basis.
• Ensure that all the flights messages have been sent to the respective carriers in a timely manner and in accordance with the service level agreements.
• Disseminate amongst the team all the updates received from all stakeholders (immigration, airport authority, airline) and make sure that these updates are implemented by their teams in all areas (arrivals, check-in, gates, and Lost & Found). 
• Provide shift briefings to the team on operational updates, safety updates &/ concerns and plan & execute a handover function amongst the supervisory team.
• Ensure that the rosters & allocations are followed properly and can be flexible to operational demands encompassing but not limited to, flight disruptions, cancellations, etc. without compromising the company’s standards, SOPs, SLAs, Safety, & Security. 
• Ensure that all the staff are well trained and with a valid training before allocating them to a task or function.
• Conducts safety briefings regularly at the beginning of the shift to ensure that all safety standards are known and adhered to.
• Responsible for the health and safety duty of care at the workplace.
• Ensure to report any hazards, injuries, ill-health or near miss to your supervisor or employer.
• Cooperate with your employer when they require something to be done for health and safety at the workplace
• Ensure knowledge of policies and procedures are understood and followed with respect to their position.
• Maintain recurrent training and competences.

Qualifications & Experience

To be considered for the role, you must meet the below requirements:

• Bachelor’s degree or Diploma holder in a related field 
• 3-5 years of experience in Airport Operations and 1-3 years in a supervision/management role
• Proficient knowledge in Airport Operations either with a ground handler or major airline
• Effective communication; verbal and written.