Duty Officer at Green Africa

Job Role

• Resolution of Customer problems and ensuring that passengers’ needs are met adequately.
• Provide Duty manager with daily, weekly, and monthly reports by required timeframes.
• Ensure all passengers are handled in a professional manner.
• Makes timely decisions on ticketing/check-in issues that may impinge on OTP of all flights.
• Ensure check-in agents are adequately briefed on new changes in ticketing.
• Assisting Customer Service Agents/Leads in their interactions with passengers and intervening to provide support where necessary.
• Always seek to secure Customer Loyalty by providing exceptional service.
• Supervising flight arrivals and departures and all the activities of customer service agents/leads and ensuring decisions are made Authorising excess luggage charges, ticket change fees etc.
• Responding to communication and requests and following up on lost and found and service recovery issues.

Qualifications

• A good University / Polytechnic qualification or relevant certification would be an added advantage.  
• Minimum of 3 years of relevant experience including at least 2 years airport experience. 
• Good spoken and written English (Report writing skill).  
• Proficient in the use of GoNow and Sky Speed software
• Knowledge of Passenger Handling and gate processes
• Understanding of Baggage Handling and Dangerous goods
• Good knowledge of Passenger Services gate procedures and relevant Airport Alerts, updates and company procedures.