Guest Service Officer
AirAsia
Kochi, Kerala
Job Description

  • Support and monitor check-in counter and gate management
  • Monitor operations to ensure it is smooth with no mishandling
  • Monitor GSA assigned to CBTO duties on follow up
  • Update staff on latest ancillary product and push to sell
  • Conduct walkabouts checks to ensure smooth operations at all areas
  • Attend and support staff on guest complaint
  • Monitor GSA assigned to CBTO duties on follow up
  • Attend and monitor cases reported at immigration office
  • Roster & assign staff to their respective flights {counter/gate)
  • Check serviceability of equipment at the end of evening shift
  • Passenger handling and crisis management (Flight delays, cancellations)
  • Ensure monthly Ancillary and ATO revenue targets achieved.
  • Compile post departure/arrival documentation
  • Investigate and compile complaint report
  • Compile staff annual leave and medical certificates
  • Compile weekly CBTO report to be verified by CBTO DE
  • Check email and reply inappropriate time frame.
  • Ensure safety & security at all time
  • Monitor staff grooming
  • Ensure staff is punctual
  • Monitor staff for fraud cases
  • Monitor staff carrying out their daily Job
  • Motivate staff
  • Ensure staff have teamwork and communicate well
  • Ensure hygiene factors of employees are met
  • Ensure employees are not fatigued
  • Monitor shift hours of employees
Work Experience
  • Minimum 4 years’ experience in customer service.
Skills

  • Ability to lead a team effectively
  • Well-developed written and oral communication skill.
  • Certification (even non -current) or at least in depth knowledge of weight and
balance or in loading competency functions.

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