dnata is seeking a customer-focused Customer Service Supervisor to oversee airport customer service operations in Zanzibar, coordinate flight handling activities, supervise frontline teams, manage disruptions and complaints, and ensure compliance with service, safety and security standards. The role is open to Tanzanian nationals only.
Responsibilities
- Ensure all flights are opened and closed on time by deploying resources according to operational schedules and service-level agreements.
- Coordinate with airline representatives to understand operational requirements and maintain service standards.
- Allocate manpower according to passenger profiles, flight loads and SLA requirements.
- Collect and communicate flight-handling information to frontline teams.
- Monitor the timely transmission of flight messages to relevant carriers.
- Coordinate with dispatch, TRC and baggage teams to ensure baggage is offloaded and delivered accurately and on time.
- Ensure pre-flight, post-flight and administrative requirements are completed.
- Conduct shift briefings and debriefings.
- Manage staff rosters, allocations, performance, service delivery, grooming and discipline.
- Ensure employees are trained, certified and competent before assignment to operational duties.
- Provide leadership, coaching and continuous feedback to staff.
- Manage and resolve escalated customer complaints and aggressive customer situations.
- Prepare incident reports for delays, disruptions and service failures.
- Conduct root-cause analysis and develop corrective action plans.
- Coordinate with the Customer Service Manager on system outages and contingency plans.
- Communicate updates from airlines, immigration authorities and airport authorities across service points.
- Enforce safety policies and security procedures.
- Ensure hazards, injuries, ill-health incidents and near misses are reported and addressed.
- Conduct safety briefings, follow up on corrective actions and promote safe working practices.
- Comply with safety, quality and environmental management policies, procedures and controls.
Requirements
- Airport customer service and flight-handling coordination
- Team supervision and people management
- Customer complaint and incident management
- Knowledge of airport operations
- Departure Control Systems (DCS) certification or training
- Aviation safety, security and emergency procedures
- Computer literacy
- Excellent written and spoken English
- Leadership, coaching and decision-making skills
- Ability to manage operational disruptions and changing demands
