Airport Operations, Safety and Security, Facilitations,Stakeholders engagement

Airport operations and Customer services

Load controllers are concerned with seating passengers and locating cargo in an aircraft in such a way that it can take off, fly and land both safely and economically.Calculate the aircraft's take-off weight, landing weight and its centre of gravity.Assisting passengers by answering their questions, providing directions or attending to their needs. This includes helping the passengers with inquires about delays, cancellations or regarding lost baggage. Interacting with different departments for executing the maintenance of all equipment in the organization and enhancing the overall efficiency. Ensuring smooth operations at all times and maintaining proper office decorum & discipline by implementing & modifying the policies & procedures.

Overseeing and assessing customer issues and providing them with regular performance related feedback.Strategizing and monitoring daily activities of customer service operations.Assisting staffs with their duties when they required.Tactfully handles enquiries or refer to appropriate department.Independently manages multiple tasks and assigned projects respecting to the deadlines and ensuring the safety of all information and data.Identification and reporting of safety and security-related occurrences and hazards in accordance with company policies and procedures.Investigating and solving customer’s complaints and prepares reply to emails and telephone calls.Follow-up with other departments to ensure that the requests are carried out and coordinated well.Compliance of safety standards at all the times.Ensure SOP’s are follows and provide operatives with actual measures and no wastage of resources and an effective control costs.

The job involves extensive communication with passengers at the airport for booking and maniely passenger facilitation.To provide all necessary help and support to passengers as required by a customer airlines which may include check in, baggage processing, reservations and ticketing, boarding of flights, greeting arriving passengers, handling of VIPs, MAAS, provide special passenger assistance, handle customer etc.