Passenger Services Officer at Jambojet
Location: Nairobi, Kenya
Department: Ground Operations
Reports to: Passenger Services Coordinator
Role Purpose Statement
Under the general direction and guidance of the Director of Operations, the Passenger Services Officer is tasked with spearheading initiatives to enhance customer satisfaction. This role involves ensuring that every customer interaction aligns with Jambojet’s service standards, leading to improved customer loyalty and operational excellence.
Key Responsibilities
- Develop and implement Passenger Services Officer strategies for ground operations in alignment with overall business objectives, while promoting a culture of exceptional customer service within the ground operations team.
- Manage customer feedback mechanisms by addressing complaints, queries, and suggestions promptly and effectively.
- Implement and oversee customer loyalty programs, and engage directly with customers across various channels—particularly at the airport—to enhance engagement and retention.
- Conduct regular training and workshops for ground staff on customer service excellence and Jambojet’s service standards.
- Monitor and report on Passenger Services Officer metrics, providing insights and recommendations for continuous improvement.
- Liaise with airport authorities and service providers to ensure service requirements are met, while maintaining emergency response protocols for customer-related incidents.
- Stay updated on industry trends and best practices in ground operations and customer service to ensure competitiveness and compliance.
- Maintain a comprehensive tracking system for customer concerns and resolutions to promote transparency and accountability.
Qualifications & Experience
- Education: Bachelor’s degree in Hospitality or a related field from a recognized university.
- Experience: Minimum of 5 years of experience in the service industry.
- Certifications: Relevant industry certifications; membership in professional bodies will be an added advantage.
Skills & Competencies
- Technical Knowledge: Strong understanding of ground operations in the aviation industry with a focus on customer service.
- Management Skills: Proven experience managing Passenger Services Officer strategies and teams.
- Interpersonal Skills: Excellent communication and relationship-building abilities to interact effectively with diverse groups.
- Specialized Knowledge: Familiarity with airport operations, regulatory requirements, and aviation customer service best practices.
Work Environment
- Thinking Environment: Fast-paced and dynamic airport setting that requires quick and effective responses to service challenges.
- Decision-Making: High level of autonomy in ground operations, guided by Jambojet’s policies and strategic goals.
- Impact: Decisions directly influence customer satisfaction, brand reputation, and operational success.
How to Apply
Interested and qualified candidates are encouraged to apply by following the application instructions on the official Jambojet careers page or relevant job portal.