Lead Customer Service Agent at Jambojet

Role Purpose Statement:

• Under the general direction and guidance of the Ground Services Supervisor, the Lead Customer Service Agent is responsible for overseeing the customer service team and ensuring the delivery of exceptional service to customers. Responsibilities include managing daily operations, resolving complex customer issues, achieving on-time departures, minimizing over catering costs, and providing the highest level of customer service while upholding company standards in all customer interactions.

Key Accountabilities / Responsibilities

• Ensure efficient, high-quality customer service delivery at all touchpoints, adhering to Service Level Agreements and Company Policies to enhance the customer experience.
• Lead, motivate, and develop staff, ensuring discipline, grooming standards, and efficient allocation of tasks and resources in liaison with the Ground Services Supervisor (GSS).
• Oversee aircraft turnaround activities and implement departure and arrival processes according to safety and security procedures, ensuring punctuality and compliance.
• Effectively disseminate information to passengers, staff, and third-party service providers, maintaining clear communication to prevent service lapses.
• Foster and maintain good relationships with other airlines and airport stakeholders for smooth operations.
• Maximize revenue through ancillary charges and reservation changes, promote cost control awareness, and adhere to allocation guidelines for disruptions.
• Ensure accurate flight reconciliation and timely transmission of post-departure messages.
• Facilitate smooth check-in processes, manage advance seat requests, and ensure seating suitability according to customer profiles.
• Coordinate with GSS for passenger re-accommodation during irregular operations (IRROPS) and provide remedial actions in service disruptions.
• Monitor baggage handling processes, ensuring timely updates and communication for missing, unclaimed, tag-less, damaged, or pilfered baggage.
• Ensure all systems, equipment, and stationery are operational and available for efficient passenger handling.
• Implement efficient document verification procedures to minimize risks and identify and report hazards, near misses, incidents, and accidents.
• Ensure execution of duties pertaining to load control functions in conformity with company standards and regulatory requirements.

Know-How

• Technical Knowledge: Proficient in customer service software, tools, and systems.
• Management Skills: Strong workflow planning, operational management, leadership, and team management capabilities.
• Human Relations Skills: Excellent communication, interpersonal, and conflict resolution skills; ability to coach and motivate diverse teams.
• Specialized Knowledge: Deep understanding of customer service best practices and industry standards.

Problem-Solving

• Thinking Environment: Fast-paced and dynamic, requiring flexibility and adaptability.
• Thinking Challenge: Balancing customer satisfaction with efficient team management and operational constraints.

Accountability

• Freedom to Act: Significant autonomy in managing the customer service team and operations.
• Magnitude: Directly impacts customer satisfaction, team performance, and service quality.
• Impact of Decisions: Affects customer experience, team morale, and operational efficiency.

Qualifications

• Education: Minimum Diploma in Hospitality or a related field from a recognized university.
• Experience: Proven experience in customer service, with leadership experience in a team environment.
• Certifications: Certification in customer service; membership in professional bodies is an added advantage.