Passenger Info Agent - Durban, South Africa - Ann Swann Personnel

Ann Swann Personnel

Verified Company

Durban, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Requirements:

To coordinate and support in the provision of quality passenger services and the smooth facilitation of airport users and passengers

Higher Certificate in Hospitality/Customer Service is essential

Minimum 3 years operational experience is also essential

MS Office Essential

Process Management

Conduct audits, report on deviations and follow up to ensure remedial actions have been.
Conduct and assist in customer surveys and analysis to improve customer service.
Daily investigation and monitoring of customerrelated processes and related activities to ensure that the appropriate service levels are maintained.
Detect and proactively monitor events in collaboration with other departments and report on deviations.
Support in the implementation of QMS and ASQ improvement initiatives and projects.
Investigate customer queries and customerrelated incidents and compile reports.
Provide VIP and customer support services when required.
Respond to customerrelated events.
Monitor customer process efficiency (QMS /ASQ).

Project Management

Assist manager with the implementation and monitoring of project activities to improve, enhance and maintain customer and passenger services.

Reporting

Provide input into monthly departmental management reports.
Report customer issues to the customer service department.

Resource Management

Monitor realtime manpower versus plan.
Audit and report on cleanliness and availability of all terminal resources according to SLA and SOP's.

Stakeholder Management

Build, support and maintain healthy diverse internal (peers, unions, team) as well as external (service providers etc.) relationships and carry out remedial actions as indicated by the assistant manager.

Compliance

Adhere to and ensure adherence to statutory regulations, organisational standards, policies and procedures. Report noncompliance and implement corrective actions to ensure compliance.
Enforce SLA and SOP procedures on the ground.