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).
