Customer Service Supervisor, Singapore

The Supervisor is responsible for ensuring smooth operations and exceptional service delivery at the lost and found counter. The Supervisor possesses a thorough understanding of airport and airline operations and familiarity with lost and found procedures for baggage handling systems. He/she also acts as a service ambassador for the organization and lead the team to resolve customer service situations and regain passenger confidence. He/she works well in a multicultural environment and deals with customers from different backgrounds professionally. Furthermore, he/she possesses excellent communication, interpersonal, customer service and people management skills. He/she also serves as a mentor to team members and/or direct reports and is responsible for resolving conflicts, grievances and disputes among the team. Duties and Responsibilities Prepare and manage the roster for the respective Customer Service Team, ensuring adequate coverage at all times.
Manage day-to-day operations at all four terminals, overseeing activities and ensuring smooth functioning of the lost and found counter.
Ensure sufficient resources are deployed across all terminals, reallocating as necessary to meet demand.
Handle escalations from passengers and airlines regarding lost or mishandled baggage, resolving issues promptly and effectively.
Prepare monthly mishandling and damage baggage reports for airlines, providing accurate and timely information.
Monitor daily operational performance metrics, identifying areas for improvement and implementing corrective actions as needed.
Attend airline's monthly meetings or other relevant gatherings to address concerns and ensure effective communication between stakeholders
Leads and manages the boarding gates in coordination with turnaround aircraft activities to ensure the safe and timely departure of flights.
Monitors and ensures that the agreed service requirements for the respective airlines are effectively implemented, including boarding sequence and hand baggage collection.
Oversees activities at the boarding gate, ensuring accurate reconciliation of boarding passes with the manifest and passenger boarding figures, and provides 'Boarding Complete' clearance to the FIC/GD/TCO.
Implements airline-specific boarding procedures and announcements to ensure a smooth boarding process.
Updates flight details on gate screens to keep passengers informed and updated.
Communicates promptly with FIC/GD/TCO regarding passenger offloads or no-shows, ensuring that necessary arrangements (e.g., offloading baggage, updating load sheets) are carried out smoothly, safely, and efficiently.
Operates aircraft passenger loading bridges for both arriving and departing flights, adhering to safety and operational procedures to prevent any potential ground damage to the aircraft.
Reviews passenger boarding numbers to ensure accurate reconciliation with the manifest.
Maintains communication with the crew and airline representatives to keep all key stakeholders informed about important flight details.
Perform any ad-hoc duties as assigned by the reporting manager or department head
Requirements Minimum GCE 3 'O' levels and above
Minimum 3 years' experience in passenger handling or equivalent experience
Minimum 1 year in a supervisory or leadership role
Knowledge of airport operations and familiarity with lost and found procedures is preferred.
Strong communication and interpersonal abilities, with the capability to handle escalations and resolve conflicts effectively
Proficiency in Microsoft Office Suite and other relevant software applications.
Flexibility to work varied hours, including weekends and public holidays