TRAINEE CUSTOMER SERVICES ASSISTANT – AIRPORTS COMPANY OF ZIMBABWE 148 views

POST : TRAINEE CUSTOMER SERVICES ASSISTANT
Reports to : Customer Services Supervisor
Location : J.M. Nkomo International Airport x4
Victoria Falls International Airport x 1

Job Purpose:
The position exists to provide customer care services to all Airport users.

Duties and Responsibilities:
• Provides frontline customer service through the dissemination of flight, tourist and general airport information to ensure effective communication at the airport.
• Receives and handles customer complaints at the airport frontline desk and other (customer services) operational posts in the terminal.
• Gathers customer feedback through provision of suggestion boxes, comments books and questionnaires, etc. and refers these to the relevant shift Supervisor.
• Ensures that customers get adequate attention with regards to their needs and expectations at the airport.
• Makes relevant Airport announcements through the public address system under the guidance of Customer Services Officers.
• Monitors service delivery of organisations and companies working at the airport to ensure their conformity to airport standards.
a) Updates the flight information display (FIDS system).
b) Records service standards data and passenger statistics for trend analysis.
c) Records all activities that affect passengers and presents these to the Supervisor for analysis and service improvement.
• Conducts spot checks for general cleanliness of the terminal building to ensure that
all facilities are clean for use by airport users.
• Answers telephone enquiries at the Airport Information Centre.
• Conducts airport tours for school children, college students and other official airport visitors.
• Assists in setting up corporate events.

Qualifications & Experience:
• 2 “A’ level passes in Commercial subjects.
• 5 ‘O’ levels including English Language
• Certificate in Marketing, Customer services, Business Management or equivalence.
• Diploma in Customer Services, Marketing or Business Management will bean added advantage.
• Be aged 25 years and below

Skills and Competences:
• Good communication skills
• Good interpersonal skills
• Computer literate
• Customer Orientation
• Well groomed