Jihane OUAZIF

Customer services duty officer in charge for entire operation in the shift .

Finalizing the flights delay with other departments ( airport service, despatcher ,ATC , other airlines representative).

Report the customer service complaint .

Make delay report .

Make delay handling report

Provide customer compensation and service recovery such as voucher and accommodation .

Handling unruly and intoxicated customer and make evaluation report , to ensure safety and security for the airport and aircraft and other customers on the flight .

Handling sick customers local joining customers and transit customer and provide medical assistance and check their well being in order to continue safely their journey .

Check the staff grooming Daily basis as per the company standers .

Distribution for man power resources as per the concourse requirements .

Ensure safety and service for the customers and staff and airport.

Embrace Continuous Improvement:Regularly review and update safety measures to adapt to changing threats

and technologies .eliminate potential hazard, Conduct Risk/Hazard Assessments.

Develop Clear Procedures ,Establish guidelines and protocols for maintaining security and responding to emergencies.

Conduct staff briefing daily and a gathering where essential information is presented and discussed an Promote questioning and feedback.

Enhance the preparedness of the flight crew and cabin crew for facing unusual requirements or responding to unexpected conditions.

Tracking staff KPIs (key performance indicators )over time in order to see business growth and progress to set goals and optimize operations to meet those goals.

Review and evaluate annual staff PPM(

• Plan and supervise the day-to-day operations which are related to the arrival and departure. Motivates staff to bring about excellent performance.
• Handle customer requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and Follow up when necessary.
• Liaise and coordinate with various departments to ensure all information on customer are accurate such as special service, customer request, specific requirements are addressed in an efficient manner.
• Give the end of shift, do handover reporting customer complaints, unusual situations and incidents that need follow up, to ensure efficiency in the operation.
• Accomplish a set of administrative duties such as briefing about new bulletins and procedures and other specific duties related to the job function.
• Responsible for leading directing and managing all operations to ensure consistently high levels of service, profitability, and compliance.
• Managing all aspects of business operations including staff and senior grooming and attendance. Managing quality service, supervising and coaching other employees, monitoring existing processes and analysing their effectiveness; and creating strategies to improve productivity and efficiency.
• Coordinate daily with HCC for any special event, requirement or movement in briefing sheet.
• Action the briefing sheet with care and update shift duty manager for special event Assign the seniors in the podiums for documents checks.
• Deliver superior service and maximize customer satisfaction. Appraise staff performance and provide feedback to improve productivity.
• Ensure compliance with sanitation and safety and security regulations.
• Create detailed daily reports for DNB or Refusal customers due to document issue. Train new and current employees on proper customer service practices.
• Handling denied customers and refused customers due to document and late report customers.
• Make gate plan in Flight watch and submit gate request in Share point to HIA. Request MCT gate approval to HIA and MOI. Monitor high profile departure and arrival and ensure smooth process.
• Update DM 1 and TDM regarding all incident and all delayed flights immediately. Update the gate number in ALTEA.
• Provide DATA to local authority.
• Coordinate with the all concern department for unruly sick self-offload, level 5 baggage and stretcher customer.
• Ensure all delay reason to be finalize and finish within 30 minutes.
• Make OTP shift report daily proving terminal and QAS delay and more than 15 minutes delayed flights.
• Assigned close gate for short connection to avoid customer disruption.
• Monitor boarding status for all departures flight.
• Assign alternative gate in case of any back-to-back flight Daley.
• Verify WEAP and ammunition document before sending to get senior.

• Lead a team of Airport Services Agents on all issues relating to check-in.
• Monitor, guide and advice team members to ensure that superior customer service levels are upheld and assist the process of ensuring the safe and on-time departure of flights as LPO processes.
• Verify identification and travel document to efficiently board the passenger.
• Handle the DNB and disruption customer by providing alternatives options.
• Providing and handling special requirement and request as AVI and baggage acceptance.
• Adhere to the internal operating boarding procedures ensuring that laid down boarding priorities, announcements, hand baggage removal, regular staff briefing and stationary/equipment availability before the flight.
• Post the flight ensure flight coupon reconciliation and head count confirmation in order to assist the smooth process of a safe and on time departure of the flights in order to achieve QR standards and customer satisfaction.
• Identify and meet the standard and special service requirements of the passenger at check-in, transfer desk, special services and boarding gates by adhering to the set service standards and procedures so that the passengers are handled in a friendly and efficient manner.
• Liaising with Dispatchers, team and duty supervisor on duty with regards to any operational issues during the flight boarding.
• Monitor the boarding process and Ensure all operational criteria are completed within specified time frames as per applicable procedures.
• Handling transaction in a timely manner over sales, delayed cancel flights, and any issue related to customer experience.

• Greeting customers with kind and courteous customer services. Ensuring correct boarding pass provided to each passenger for the assigned flight.
• Address customers concerns regarding seating, boarding time, departure time and arrival time and connecting flight information, and special assistance.
• Check in baggage and ensure company regulation regarding the size / weight /dangerous goods are complied with.
• Boarding customer to their flights by matching the boarding pass against the passport details.
• Provide hotel voucher for passenger entitle for STPC.
• Handle all check-in, seat assignment, passenger boarding, and baggage service.