About the role:
As Lead Customer Service Agent reporting to the Ground Services Supervisor, you will oversee front-line customer service teams and ensure a safe, efficient and consistently outstanding experience for Jambojet customers at every touchpoint.

Key responsibilities:

• Manage daily ground operations and resolve complex customer issues to maintain service excellence.
• Support on-time departures, optimize resource use and control over-catering and other operational costs.
• Lead, coach and motivate staff while enforcing grooming, discipline and performance standards.
• Supervise aircraft turnaround activities and ensure compliance with all safety and security procedures.
• Provide timely and accurate information to passengers, staff and service providers.
• Maintain strong working relationships with airport stakeholders and partner airlines.
• Maximize ancillary revenue, control station costs and ensure accurate flight reconciliation and document verification.
• Coordinate passenger re-accommodation during irregular operations and service disruptions.
• Monitor baggage handling performance and ensure availability of systems and equipment.
• Oversee load-control related activities and proactively identify and report operational hazards.

Qualifications:

• Diploma in Hospitality, Aviation, Business or a related field.
• Proven experience leading customer service teams in a high-pressure environment (aviation experience is an added advantage).