Duty Officer at Green Africa

Experience Level: Advance

Job Role

• Understand and administer company/division policies, guidelines, and practices.
• Ensure all passengers are handled in a professional manner.
• Keep effective communication lines with our key clients and corporate passengers.
• Takes decisions regarding all frontline procedures independently without immediate referral to the Duty Manager when necessary.
• 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.
• Provide a visible Green Africa supervisory presence at each departure and arrival while being available to staff and customers as needed within established company standards.
• 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.
• Maintain quality through leadership, coaching and supervision.
• Supervising flight arrivals and departures and all the activities of customer service agents/leads and ensure decisions are made Authorising excess luggage charges, ticket change fees etc.
• Review and approve employee leave requests, staff scheduling.
• Responsible for post-departure activities and front-line document.
• Provide Duty Manager with daily, weekly and monthly reports.
• Responding to communication and requests and follow up on lost and found and service recovery issues.
• Act as Delay coordinator and coordinate the prompt handing of crew/customer relations issues.
• Understand and administer company policies, guidelines and practices. Passing on information on new products and services received from the Head Office.

Skills

• Coordination Skills.
• Customer service skills
• Leadership skills
• Good communication skills.