Customer Service Supervisor - Flight - Ground Operations
Dubai, United Arab Emirates
• Managed & supervised operational activities and ground handling agents comprising of 15-20 staff on a daily basis according to BA procedures/standards and in accordance with the GHA contract and Service Level Agreement.• Administrative skills such as Station audit checks, Projects and training executed on baggage process, Business continuity plan during disruptions and Invoice processing.• Champion and On- Job Trainer for newly recruited staff, coaching about company processes and guidelines for various designated areas in Dubai. Champion for mishandled baggage and claims and training delivered at Islamabad and Muscat airports regarding the same.• Established and maintained good working relationships with all airport stakeholders and government agencies (customs, immigration, security, police, medical, cargo, ground transport, catering, duty free, courier companies, tour operators and other airline staff).• Processed of various invoices by checking and approving the same. Ensured correct charges claimed by the supplier as per agreement and resolved discrepancies. • Routinely promoted the safety processes for each step in the customer experience. Acted as safety coordinator by ensuring the correct practices are used for the duration of the aircraft turnaround. Be alert to potential security threats and risks and initiate appropriate responses when there is a possibility of security being compromised. • Managed and monitored all duties connected with the lounge and ensured VVIP customers had enhanced pre-flight experience. • Dealing with BA premium and non-premium customers residing in all ME regions and Pakistan from the time their baggage is delayed or damaged until customers claims are resolved.
