South African Airways is inviting applications from suitable candidates for the appointment to the above position
Customer Service Supervisor
The role reports directly to the Country Manager Malawi
The supervisor role reports directly to the country Manager in the provision of customer service support for the airport operations function. The incumbent of this role is to lead and manage a team within functional area of airport operations in order to ensure effective and efficient service delivery that meets and exceeds the expectations of all relevant stakeholders. In this regard the role involves leading a team, ensuring a high quality service to all customers of SAA as well as also ensuring optimal generation of revenue accrual through ticket sales and promotion of the airline.
Lastly, as part of the passenger handling team, the Supervisor will be required to support the optimization of the airport operations function by participating in improvement projects
Operational functions
- Oversee the operational areas e g. check-in, departures gates, arrivals ,ticket sales and reservations
- Manage teams to ensure passenger safety, care on-time departures
- Ensure staff adheres to rules pertaining to the verification of travel documents, dangerous goods and security questions
- Communicate effectively with third party suppliers, ensuring their integration with the operational effort
- Manage and co-ordinate delays, emergencies, denied boarding’s and IROPS
- Provide back-up and support to the Manager
- Ensure optimal revenue generation o Ensure that the accounting procedures pertaining to the reconciliation of ticket stock and daily balancing are adhered to
- Ensure that team members are at their stations, carrying out the designated duties
- Ensure compliance in functional courses
- Engage in fraud prevention processes and initiatives.
QUALIFICATION AND EXPERIENCE
Formal Qualifications
- Full MSCE and IATA recognised qualifications
- Relevant tertiary qualifications will be added advantage
- Must be proficient in MS Word, Excel, Power Point and functional systems
- A minimum of 5 years’ experience within airport operations environment
- Proven track record in a Supervisory role will be an advantage
- Knowledge of managing projects will be an advantage.
Knowledge and Competencies
- Knowledge of managing projects will be an advantage
- Computer literacy(MS Word, Excel, Power Point) and functional systems
- Time management skills
- Negotiating and influencing skills
- Planning and Organising skills
- Excellent communication (verbal and written)
- Resource utilisation
- Problem solving skills.
Attributes
- Interpersonal skills organisational resilience and ability to manage pressure
- Judgement and Decision making skills
- Conflict resolution and mediation skills
- Team player with positive attitude
- Leadership skills
- Attention to detail
- Client centric
- Responsible and Accountable.
Applications to be sent to:
The Country Manager,
South African Airways,
P. O. Box 672,
Blantyre.
Closing date is 8th December, 2017.
