Saudi National -Passenger Handling Supervisor

Preferred Job Type:
Job Category:
Customer Services Jobs, Other Jobs
Job Level:
Junior, Mid-Level
Job Locations:
Saudi Arabia
Salary Description:
Competitive Salary Offered
Job Ref:
LOR 35176

Our client one of the Biggest Airlines in Europe is now looking for a Saudi National to fill the role of Passenger Handling Supervisor

Purpose of the job

Perform all activities regarding customer service handling according to the standards of quality, safety, security, profitability and customer satisfaction by supervising handling staff in customer service process within different areas (check-in, boarding, transfer, arrival, lounge, etc.)

Organisational context

Under the management of the duty manager during a shift, supervises the handling company, monitors areas (check-in, boarding, transfer, arrival, lounge, etc.), provide a technical support while necessary and ensure the best customer service.

Key Responsibilities

1. In compliance with Company procedures and under the supervision of the Duty Station Manager, monitors and performs the customer service process (check-in, boarding, transfer, lounge, arrival, flight closure, etc.) to ensure the best quality of service and on time flight departure.

Core activities:
• Supervise the customer service activity and process
• Monitors activities of handling company in order to ensure the best customer service standards
• Verifies compliance with all safety and security procedures
• Informs passengers, crew and Duty Station Manager of any irregularity
• Monitor special cases, such as First Class, VIP or high revenue customers
• Coaches subcontractor agents to ensure compliance with Quality Standards
• Supports Agents in case of irregularities to minimise negative impact on customers
• Adjusts catering needs

2. In line with Company guidelines, each Supervisor could be responsible for additional tasks in order to contribute to the management of operations in the station.

Core activities:
• Monitors some station inventories and executes orders
• Updates manuals and monitors implementation of procedures
• Monitors of excess bags tools to cash payments and reports on results

3. In compliance with the Group Quality and Safety Standards, performs all activities linked to the acceptance of customers on the company's flights

Core activities:
• Ensures compliance with dangerous goods regulations
• Monitor compliance with Airline 7 service standards
• Ensures a front line service for the self-check-in machines (where available)

4. In compliance with the Group Quality Standards performs all commercial activities linked to the issuance of tickets in order to contribute to the turnover.

Core activities:
• Promotes new products and services, informs customers, makes booking, and finalise sales of Groups & Skyteam air tickets
• Ensure collection of excess baggage fees and handles after-sales queries
• Supports and supervises airport handling companies
• Handles all activities resulting from an irregularity: rebooking, overbooking, re-routings, refunds, tracing lost luggage, etc.

Job-Requirements: knowledge, learned disciplines, experience

• Fluent in English and Arabic. Other languages such as Dutch & French are of an advantage.
• Knowledge or experience of the following is a plus: customer care, flight handling processes, reservation & ticketing, customer’s acceptance.

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