Customer Service Supervisor DWC Dnata Airline Dubai

Customer Service Supervisor in DWC at Dnata Airline in Airport Operations (HQ), Dubai International Airport, Parking B, Airport Rd, Dubai, UAE will supervise a safe and secure passenger services operations on shift at DWC, this includes flight preparation, execution of effective check-in, special handling, mishandled baggage (MHB), transfers and boarding process, providing the highest level of quality service to dnata customers in line with regulatory standards. This is an Intermediate level and full time role with salary ranges from 9000 AED to 20000 AED per month.

Responsibilities of Customer Service Supervisor

• Ensures that the check-in counters and boarding gates are opened/closed on time and operate efficiently, screens flights and identifies key concerns ensuring that the relevant stakeholders are informed and updated.
• Takes a leading role in times of disruption, crisis management and fall back to ensure timely resumption of standard operations when directed by the Department Manager or Service Delivery Manager
• Provides technical assistance to ensure that work is completed efficiently and in compliance with procedures, escalates behavioral and procedural matters to the Service Delivery Manager.
• Delivers safety briefings and conducts observations as directed by Department Management while intervening when there is risk exposure, following up on corrective actions.
• Supports all internal and external audits by ensuring all employees are aware of the company policies procedures and agreed service standards
• Coaches employees on the required skills, knowledge and behaviors to work safely.
• Provide support, direction and acts as a role model for the desired safety behaviors while fostering a just culture approach.
• Complies with all relevant safety, quality & environmental management policies, procedures and controls to ensure a healthy and safe work environment
• Deals with all identified and escalated operational issues on shift and ensures that the appropriate solution is provided and the team fully equipped handle the situation.
• Identify any non-conformance and discrepancies in processes and ensure the implementation of appropriate corrective actions in line with regulations and SLAs.
• Provides independent advice and technical expertise to the operational teams to improve performance and quality of service delivery.
• Carries out observations as planned and ensures feedback/coaching is given to the concerned staff on the correct process/procedures and also to Department Management.

What you will do more

• Specific Accountabilities: Overseas all sign off and ensures governance on all cash transaction at cashiering within the authority limits
• Ensure effective management of Inadmissible passengers (INADS) by developing relationships with all Government and key stakeholders, while safeguarding dnata’s interests.
• Effectively controls the Passenger with Restricted mobility (PRM )and Mishandled Baggage (MHB) units on shift to ensure the timely. And efficient customers services is provided at all times.
• Supports the management in all diversion handling situation, reports to incident room once activated. The relevant stakeholders coordinate to ensure effective management of passenger welfare and onwards connections issues.

Requirements for Role of Customer Service Supervisor

• Bachelor’s degree OR a Diploma in passenger services operations.
• Degree: 4-6 years of experience in in ground handling.
• Diploma: 6 to 8 years of experience in ground handling.

Skills And Knowledge Desired

• Advanced understanding of airline customer service product (specific airport related requirements).
• Advanced understanding of the aviation terminology.
• Advanced understanding of the usage of Departure Control System.
• Proficient understanding of ICAO Conditions of Carriage and Local / International regulations and IATA pertaining to passenger and baggage acceptance.
• Proficient IT and Computer Literacy.
• English Language Skills Level 5.
• Mandatory and Regulatory courses in line with dnata Learning Path.(Line Manager to mention the details while advertising for the role).
• dnata leadership skills.
• Proficient Communication Skills.

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Tagged as: Customer Service Supervisor