Job Vacancy-Passenger Service Supervisor (Banjul) at Air Peace

Passenger Service Supervisor
Job Title: Passenger Service Executive
Reports to: Station Coordinator.
Location: Banjul
Summary:
The Passenger Service Agent shall be responsible for a professional and courtesies check-in
services of passengers. Being the face of the company, a high level of customer service is
required at all times.
Key Accountabilities and Responsibilities
 Check passengers’ tickets to confirm details and issue corresponding boarding passes.
 Issue tickets to passengers, after confirming that all information on them is accurate
and complete.
 Provide passengers with essential information such as flight times and transportation
connections.
 Process baggage and passengers in line with APL’s standards with enthusiasm.
 Handle fee calculations and passenger baggage processing
 Operate airline specific reservation and ticketing software
 Ensuring that baggage irregularities are followed through to resolution.
 Ensuring that revenue is maximized from excess baggage
 Ensuring special passengers: Passengers with reduced mobility, unaccompanied
minors and group passengers are properly documented in the PNR. Assist with
transit/transfer passengers
 Providing a frontline point of presence for passenger enquiries in a friendly manner.
 Assist passengers with fare quotes, reservations, revalidations, rebooking and upgrades.
 Ensuring all tickets are issued correctly and according to IATA regulations.
 Reconciling cash uplift with ticket sales.
 Block group seats for series and ad hoc group as at when required.
 Perform random control of passenger’s tickets.
 Escalates unresolved Customer Service issues to the relevant Department.
Passenger Service Supervisor
Relationship
 Develop excellent working relationships with all stakeholders;
 Internal: Call Centre, Station Coordinator, Sales support, IT Support, Revenue
Accounting/Management
 External: Travel agents, Other Airlines, IT technicians, Company’s Bank staff
KEY PERFORMANCE INDICATORS
 100% Customer satisfaction at all times in line with company’s set standard
 100% Execution of all APL ticketing standards and policies
 85% Quarterly Ticket targets
 Implemented strategic loading/unloading and boarding/de-boarding processes to
ensure a reduction in time by 15%
 Resolved issues with flight activity on account of coordination and communication
skills to ensure on-time departure with a success rate of 80%
COMPETENCIES AND KEY REQUIREMENTS
 High level of personal credibility
 Good customer relation skill
 Good understanding of Airline products and services
 Teamwork
 Compliance with company procedures
 Coping under pressure
 Ability to speak French (an added advantage)
 Two years minimum work experience in a related field.

To apply visit Airpeace Website @ https://www.flyairpeace.com/career