Customer Services Supervisor - Fès

Entreprise :

Air Arabia (PJSC), listed on the Dubai Financial Market, is the Middle East and North Africa’s first and leading low-cost carrier flying to over 150 destinations across the world. Air Arabia was the first airline to introduce the low-cost carrier concept in the region and is on a mission to serve all Arab countries and beyond, constantly undergoing aggressive route expansion, taking advantage of its ideally located hubs in the United Arab Emirates, Morocco and Egypt. Over the past years, Air Arabia, through continuous market research and customer feedback, has provided a range of value added services to millions of passengers who chose to fly with the airline's fleet of A320 aircraft. The airline commenced operations in October 2003 and achieved financial break-even from its very first year of services and has been profitable ever since. The airline commenced operations in October 2003 and achieved financial break-even from its very first year of services and has been profitable ever since.
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Présentation de l’entreprise

Air Arabia Maroc est membre du groupe Air Arabia. Basé à Casablanca, Air Arabia Maroc est le premier transporteur à bas coût (LCC) du Maroc. La compagnie aérienne a été lancée en avril 2009 et se concentre sur une offre qui allie confort, fiabilité et un excellent rapport qualité-prix.

Adresse de l’entreprise.  04 Rue Carthage, Quartier les Iris, Casablanca

Raison social de l’entreprise :Air Arabia Maroc

Secteur d’activité.Compagnie aérienne

Liens d’une Vidéos de l’entreprise :https://www.youtube.com/watch?v=nXcaeHzMwgs

Poste :

To assist the Airport Manager in managing, monitoring and reviewing daily activities in the respective station ensuring safety, security, On Time Performance, efficiency, and smooth workflow in line with Company’s policies and regulatory requirements.  Also, to employ effective relations with civil aviation, GHAs and GSAs to facilitate daily operations and achieve best results with least costs.

Key Result Responsibilities:

Assists the Airport Manager in monitoring the Operational and Security functions; ensures timely facilitation and smooth operation of daily activities as per Air Arabia policies and procedures laid down in the stations’ operation manual.

Conducts briefings/debriefings, and monitors ramp, check-in, safety, and security matters ensuring they are handled in accordance with operational procedures; reports deviations and delays to Airport Manager to resolve accordingly.

Reports to the “Airport Manager” and Head Office all incidents/accidents using the appropriate agreed formats and proper communication channel.

Ensures appropriate information is provided to the local authority if required and that all advisories or circulars received from Ground Operations are communicated to all relevant personnel

Ensures adherence of handling agents to Company’s policies and procedures and regulatory requirements.  Reports non-compliance to Airport Manager for corrective measure

Utilizes delay and performance reports and data analysis to monitor customer service and payments, highlight trends, and identify gaps aiming for improvement and solving recurring problems.

Monitors the baggage handling system and traces lost luggage on daily basis. Conducts necessary investigations to resolve customers’ complaints; compiles necessary reports and forwards to Airport Manager accordingly.

Profil recherché :

Qualifications:

• Bachelor degree in Management/Administration or equivalent from a recognized university, alternately a diploma in a related field combined with necessary working experience.
• Basic Airport safety and security procedures and regulations trainings are a must.
• “IATA Dangerous Goods Regulations”, “Passenger Handling”, and “Ground Operations Procedures” trainings or certificates are a must for this role.
• Cost Control, Compliance, and Quality Assurance certificates and trainings are an added value.
• Proficient in “Passenger Handling System” and “Departure Control System” (DCS).
• Proficient in Microsoft Office suite, Internet, Web Search.
• Very Good written and verbal communication skills, reports writing, presentations, etc.

Fluent in English Language, Arabic Language may be conditional for certain regions

Work Experience:

• 3-5 years of relevant working experience in Airlines/Aviation/GHA industry in passenger/ground handling.
• He/she must have a minimum of 2 years of experience in a supervisory role leading a team of a station with departure/arrival flights; experience with low cost airline is a plus.
• Very good knowledge in IATA/ Civil Aviation Authorities and Regulatory Bodies’ rules and regulations pertaining to Ground Handling working procedures and operating standards, etc.
• Experienced in one or more of the following: Passenger Handling, Cargo, Ramp, Dispatch, DGR, and Load Control.
• Capable of building ties and relationships in Aviation Industry and Markets; to build credibility quickly.
• Experienced in monitoring service level agreements (SLAs).
• Capable for implementing policies, procedures, and manuals in line with standards and regulations.
• Product knowledge, understands market needs and trends.
• Familiar with QA/Safety/Security/Audit procedures and practices affecting Ground Operations.
• Composed, self-confident and focused, capable of handling emergencies with control.
• Proven skills in analyzing data, identifying pitfalls and recommending solutions.
• Possesses effective time management, problem solving and decision making skills.
• Dynamic with high accuracy and attention to details.
• Employs technical and interpersonal skills to support company’s objectives.
• Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.

Adresse :

Traits de personnalité souhaités :

Organisation Respect des règles Besoin d'action Implication au travail