Customer Service Supervisor

The Supervisor is responsible for ensuring smooth operations and exceptional service delivery at the lost and found counter. The Supervisor possesses a thorough understanding of airport and airline operations and familiarity with lost and found procedures for baggage handling systems. He/she also acts as a service ambassador for the organization and lead the team to resolve customer service situations and regain passenger confidence. He/she works well in a multicultural environment and deals with customers from different backgrounds professionally. Furthermore, he/she possesses excellent communication, interpersonal, customer service and people management skills. He/she also serves as a mentor to team members and/or direct reports and is responsible for resolving conflicts, grievances and disputes among the team.

Duties and Responsibilities

• Prepare and manage the roster for the respective Customer Service Team, ensuring adequate coverage at all times.

• Manage day-to-day operations at all four terminals, overseeing activities and ensuring smooth functioning of the lost and found counter.

• Ensure sufficient resources are deployed across all terminals, reallocating as necessary to meet demand.

• Handle escalations from passengers and airlines regarding lost or mishandled baggage, resolving issues promptly and effectively.

• Prepare monthly mishandling and damage baggage reports for airlines, providing accurate and timely information.

• Monitor daily operational performance metrics, identifying areas for improvement and implementing corrective actions as needed.

• Attend airline's monthly meetings or other relevant gatherings to address concerns and ensure effective communication between stakeholders

• Leads and manages the boarding gates in coordination with turnaround aircraft activities to ensure the safe and timely departure of flights.

• Monitors and ensures that the agreed service requirements for the respective airlines are effectively implemented, including boarding sequence and hand baggage collection.

• Oversees activities at the boarding gate, ensuring accurate reconciliation of boarding passes with the manifest and passenger boarding figures, and provides Boarding Complete clearance to the FIC/GD/TCO.

• Implements airline-specific boarding procedures and announcements to ensure a smooth boarding process.

• Updates flight details on gate screens to keep passengers informed and updated.

• Communicates promptly with FIC/GD/TCO regarding passenger offloads or no-shows, ensuring that necessary arrangements (e.g., offloading baggage, updating load sheets) are carried out smoothly, safely, and efficiently.

• Operates aircraft passenger loading bridges for both arriving and departing flights, adhering to safety and operational procedures to prevent any potential ground damage to the aircraft.

• Reviews passenger boarding numbers to ensure accurate reconciliation with the manifest.

• Maintains communication with the crew and airline representatives to keep all key stakeholders informed about important flight details.

• Perform any ad-hoc duties as assigned by the reporting manager or department head

Requirements

• Minimum GCE 3 O levels and above

• Minimum 3 years experience in passenger handling or equivalent experience

• Minimum 1 year in a supervisory or leadership role

• Knowledge of airport operations and familiarity with lost and found procedures is preferred.

• Strong communication and interpersonal abilities, with the capability to handle escalations and resolve conflicts effectively

• Proficiency in Microsoft Office Suite and other relevant software applications.

• Flexibility to work varied hours, including weekends and public holidays