Description:
Customer Service Duty Manager - Cairns (Part time)
We are seeking a dynamic and service-oriented individual with a passion for delivering exceptional customer experiences.
Reporting to the Head of Ground Operations Queensland, this role is responsible for overseeing customer service and operational performance. The successful candidate will drive on-time performance and safety culture while ensuring compliance with contracted SLAs for Ground Handlers and other regulatory authorities. Collaborative engagement and a commitment to service excellence are key to success in this role.
Key Responsibilities
Key responsibilities include but are not limited to:
- Drive and motivate contracted Ground Handlers to boost ancillary sales while reducing financial risks from irregular operations.
- Conduct preflight system checks (Customer Management or Amadeus), ensuring necessary corrective actions are taken in line with company policies.
- Monitor and guide contracted Ground Handlers to uphold service standards, ensuring compliance with SLAs, Fiji Airways Ground Operations Manual, and safety, security, and dangerous goods regulations.
- Oversee on-time departures and customer service during disruptions, including handling meal vouchers, transportation, accommodation, and Flight Interruption Manifests (FIMs) within company guidelines.
- Ensure mishandled baggage claims are processed efficiently and followed through to closure.
- Prepare detailed shift reports documenting disruptions, delays, operational issues, corrective actions taken, and pending matters for follow-up.
- Verify sales transactions processed by the Ground Handler, execute the banking process, and ensure financial accuracy.
- Continuously assess the contracted Ground Handler's performance, providing recommendations to the Head of Ground Operations for necessary action.
- Conduct self-inspections of station operations (check-in, boarding, arrivals, ramp activities) to meet annual audit plan requirements and ensure compliance.
- Address and investigate customer complaints and service concerns raised by management or through operational reports.
- Ensure strict adherence to Fiji Airways' safety, security, and operational policies, as well as external regulatory requirements.
- Act as a company representative in operational forums and remain available for call-outs as required.
Qualifications, Skills & Experience
- Diploma in Aviation and/or Hospitality, or general management.
- Reservations and CM training, Weight and Balance experience is an advantage.
- Dangerous Goods Awareness Certification will be an advantage.
- Excellent written and verbal communication skills.
- Proficient in Microsoft Office applications with strong analytical skills.
- Customer Service orientated.
- Strong organisational, multi-tasking and problem solving skills.
- Professional personal presentation.
- Team player
- Minimum of 5 years’ Aviation experience or in Hospitality industry.
- Experience in a managerial or supervisory role with a demonstrated ability to lead and direct a Team to achieve organizational objectives.
- Be able to work in Australia.
Applications close at midnight (Fiji Time) on Thursday, 27 March 2025.
Only shortlisted applicants will be contacted for next steps of the recruitment process. If you are interested, please visit www.fijiairways.com and submit an application online.