• Application Deadline: Wed, 25 May 2022 00:00:00 GMT
• Position: Duty Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 - 3 years


• Location Lagos


• Job Field Customer Care 
  

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.