Customer Services Officer

We are seeking to appoint a highly motivated and skilled Customer Services Officer (full time) to join the Singapore Airlines Cairns Airport Team at Cairns Airport. The position is responsible for upholding Singapore Airlines' high customer service, safety and security standards whilst undertaking airport operation duties and working closely with ground services partners.

The successful applicant will be responsible for, but not limited to:

• Provide and assist with customer servicing at all operational areas, including check-in, departure gate, baggage, ramp duties, arrivals, lounge and meal orders.
• Assist and co-ordinate Delay Handling procedures and Crisis Management plans at the airport.
• Handling of customer complaints and use judgment to achieve solutions that are within scope of control.
• Interact and assist passengers at respective touchpoints as part of daily duties.
• Monitor and report on customer handling procedures performed by the handling agent and report on ways to further enhance our customer service standards.
• Oversee and work closely with service partners in ensuring obligations are met by the handling agent to ensure a smooth, high quality, customer experience.
• General traffic and in-flight administrative duties including vendor invoice verification.
• Administer procurement, Finance and HR matters in accordance with company guidelines.
• Leverage customer servicing tools (Customer Experience Management system) to improve customer experience.
• Actively participate in station initiatives to improve revenue contribution and customer experience.
• Any other duties as assigned by Station Manager.

The successful candidate will possess:

• Sound knowledge and understanding of all traffic and operational functions including criteria such as check-in, ticketing, delay handling, crisis management.
• A clear understanding of Amadeus Altea.
• Strong service ethic, good time management/organisational skills and ability to work flexible hours, when required, in a busy environment.
• Good interpersonal skills with internal/external customers and strong conflict resolution skills.
• A strong team player who promotes team spirit and team unity.
• Working knowledge of personal computers and common office software programs.
• Able to help, when required, in other interstate/overseas Stations during times of crisis.

This is a full-time shift worker position - 76 hours/fortnight. All candidates must be eligible to work in Australia, as evidenced by Australian citizenship or Permanent Residency status. The position has a salary range of $67,969 - $82,992 inclusive of superannuation. The starting salary may be adjusted commensurate with experience and forms part of an overall salary package that includes superannuation, attractive travel benefits and subsidised health insurance.