Customer Service Team Leader at dnata Tanzania

dnata Zanzibar are looking for enthusiastic, dedicated and qualified team member to join our Customer Service Team.

***Please note, this opportunity is open to Tanzanian Nationals only***

Responsibilities

• Monitor and guide the front-line staff, in order to ensure that the right image of the organisation is projected to internal and external customers.
• Provide feedback to Customer Services Manager with regards to staff performance and discipline through shift reports and the performance review process. 
• Liaise with Customer Services Manager to achieve optimum utilisation of resources in all services areas.
• Ensure tactical decisions and remedial action taken, to handle crisis situations such as disturbances, dissatisfied customers, operational discrepancies; thereby initiating effective service recovery and safeguarding company’s image
• Analyse work-load profile for the next 24 hrs., and accordingly plan and organise resources to ensure sufficient manpower is available to cover the service requirements.
• Plan and control the 'real-time' deployment of the front-line staff, in order to ensure that all service areas are effectively manned. Maintain liaison with Customer Services Manager in order to achieve optimum utilisation of resources in all services areas. 
• Plan and coordinate the availability of name placards, flowers, buggies, porters, strollers, hand baggage trolleys, limousines as per service requirements.
• Conduct regular briefing sessions with the front-line staff, in order to ensure that each staff member is updated on the applicable standards and procedures. 
• Liaise with Immigration Authorities in order to secure their co-operation in facilitating the customers through the passport control formalities. 
• Provide personalised services to VIPs and Commercially Important Passengers (CIPs), to ensure that due attention is given to meet their expectations and status needs.
• Execute tactical decisions and take remedial action, to handle crisis situations such as disturbances,  dissatisfied customers, operational discrepancies; thereby initiating effective service recovery and safeguarding company’s image. 
• Ensure catering, maintenance and cleaning SLAs are being followed. 
• Prepare daily lounge report for the Customer Services Manager.

Safety

• Ensure that safety briefings are conducted regularly while intervening when there is a risk exposure, role model safe behaviours and follows up on corrective actions.
• Comply with all relevant safety, quality and environmental management policies, procedures and control to ensure a healthy and safe work environment.
• Ensure safety of staff that they have the skills, knowledge and confidence to work safely by providing support, directions, being a role model for the desire safety behaviours and leading with safety.

Minimum Requirements

• High school or equivalent.
• 3+ year of Customer Service or Meet & Greet experience.
• Supervisory experience.
• High standard of English language skills, both written and spoken.
• Computer Literacy. Working knowledge of MS Office packages preferrable.
• Safety Awareness.
• High standard of customer service skills.