Overview
Sr. Customer Service Officer/ Customer Service Officer- A Reputed GSA- Job ID:1495437 Jobs in Dhaka, Bangladesh at Bdjobs.com
Title: Sr. Customer Service Officer/ Customer Service Officer- A Reputed GSA- Job ID:1495437
Company: Bdjobs.com
Location: Dhaka, Bangladesh
A Reputed GSA is looking for Sr. Customer Service Officer/ Customer Service Officer
5Key Points
The Senior Customer Service Officer – Airport Operations is responsible for delivering exceptional passenger service and ensuring the smooth execution of all airport customer service activities.
Job Description / Responsibility
Passenger Service Operations
- Supervise and coordinate daily customer service activities at check-in counters, boarding gates, arrival halls, and transfer desks.
- Ensure efficient passenger processing in compliance with airline procedures and regulatory requirements.
- Assist passengers with reservations, ticketing inquiries, baggage services, seat assignments, and special requests.
- Handle premium passengers, VIPs, unaccompanied minors, and passengers requiring special assistance.
- Ensure timely boarding and departure processes while maintaining customer satisfaction.
Customer Experience Management
- Address passenger complaints, service disruptions, and operational challenges promptly and professionally.
- Resolve customer issues and provide appropriate service recovery measures.
- Maintain a customer-focused environment and continuously strive to enhance passenger experience.
- Monitor frontline service quality and ensure adherence to established service standards.
Operational Coordination
- Liaise with flight operations, ground handling agents, immigration, customs, security agencies, and other airport stakeholders to ensure smooth operations.
- Coordinate responses during flight delays, cancellations, diversions, and irregular operations.
- Monitor flight schedules and communicate operational updates to relevant parties.
- Prepare and submit operational reports and incident documentation.
Team Leadership and Supervision
- Guide, coach, and support Customer Service Officers in their daily responsibilities.
- Allocate duties and monitor staff performance during shifts.
- Conduct on-the-job training and briefing sessions for team members.
- Foster teamwork and ensure discipline and professionalism among staff.
Safety, Security and Compliance
- Ensure compliance with company policies, airport regulations, and applicable aviation standards.
- Adhere to safety and security procedures, including emergency response protocols.
- Maintain confidentiality of passenger and operational information.
- Participate in emergency exercises and incident investigations when required.
Administrative Responsibilities
- Maintain accurate records relating to passenger services and operational activities.
- Prepare shift reports, discrepancy reports, and service quality reports.
- Monitor inventory and usage of operational forms, stationery, and equipment.
- Assist management in implementing process improvements and service initiatives.
Educational Requirements
- Bachelor of Business Administration (BBA)
Experience Requirements
- 1 to 5 year(s)
- The applicants should have experience in the following business area(s): Airline
Additional Requirements
- Strong customer service orientation.
- Excellent interpersonal and communication skills.
- Leadership and team management capability.
- Problem-solving and conflict-resolution skills.
- Ability to work under pressure and manage multiple priorities.
- Attention to detail and operational discipline.
- Good report-writing and documentation skills.
- Proficiency in Microsoft Office applications.
- Strong command of English and Bangla, both written and verbal.
- Willingness to work on rotating shifts, including nights, weekends, and public holidays.
- Ability to remain standing and active for extended periods.
- Capability to respond effectively during emergencies and irregular operations.
Job Location
Dhaka
