Customer Services Officer

Job Specifications:

1. Execute day-to-day operational tasks to support station objectives and team performance.
2. Handle flight operations, including check-in arrivals, boarding gate and VIP/HCIP monitoring whilst supervising GHA team.
3. Manage baggage matters, customer feedback, investigations, performance tracking, invoice verification, and coordination with hotels and transport vendors.
4. Manage ad hoc delays, customer feedback and crisis management situations.
5. Undertake station administrative assignments such as tracking and implementation of contracts, SLA monitoring, management of accountable documents, invoice verification or any other station administrative duties assigned.
6. Generate station reports in relation to individual admin tasks and responsibilities as assigned by the Station Manager.

Qualifications and Requirements:

1. Minimum bachelor's degree from reputable university.
2. Fluent in English and Bahasa Indonesia (spoken and written); a third or more languages is an advantage.
3. A service leader with strong customer focus and the ability to supervise service-partner staff effectively.
4. Well-versed in customer-handling techniques, traffic and cargo procedures, general aviation operations, with a strong safety and security mindset.
5. Proactive and able to work independently with minimal supervision.
6. Capable of writing reports and handling routing correspondence with service partners, airport authorities and customers.
7. A team player willing to go the extra mile to sustain team dynamics and operational excellence.
8. Willing to work irregular shift hours, including weekends and public holidays.
9. Willing to be based at Ngurah Rai International Airport (DPS).