Customer Services Supervisor, Singapore

Summary
The Supervisor ensures that passenger services operations meet the required service level standards. He/she works closely with other departments to resolve complex customer issues and carries out regular safety and/or security checks to maintain a safe working environment. 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.
The Supervisor possesses a thorough understanding of airport and airline check-in requirements as well as operating standards and procedures for baggage handling systems. He/she also acts as a service ambassador for the organisation and works in shifts to accommodate round-the-clock flight arrivals and departures. 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.
Duties And Responsibilities
Provide quality customer services Coordinate underutilized resources to be re-deployed at gates and counters Develop day-to-day manpower plans for the deployment of agents and officers Handle dissatisfied customers and/or passengers at the counters, gates or in the aircraft before door closures Recommend improvements and new processes to enhance customer services Resolve exceptional customer situations Provide assistance to passengers with flight connections Highlight self-service systems and equipment flaws to initiate service improvements Uphold safety and/or security standards Enforce compliance of safety and/or security standards in the workplace Investigate root causes of breaches in safety and/or security standards Carry out safety and/or security checks in the workplace Influence organizational development Manage staff conflicts, grievances and disputes Provide coaching and feedback to improve team performance Provide on-the-job training to enhance capabilities of team members and/or direct reports Act as mentor to team members and/or direct reports Act as a line trainer to groom team members
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 in using Departure Control System and Application