What are the responsibilities and job description for the JFK Passenger Service Lead - ANA position at Unifi?
Requirements and Description
SUMMARY
A customer service lead is responsible for ensuring the smooth running of a company’s customer service department.
The customer service lead job description involves ensuring that customers are treated with respect, and are dealt with courteously at all times.
It also entails interacting with customers on a regular basis, listening to and understanding their needs and problems, while also offering advice or recommendations to resolve issues that may arise using the in-house procedures.
The customer service lead provides customers with information about products and services.
It is also their duty to deal with enquiries from customers.
They are expected to provide guidance and support to other members of staff and help them to solve problems.
Customer service leads help new team members understand their roles and responsibilities, applying best practice in the resolution of customer queries, and ensuring adherence to internal protocols, such as quality standards and compliance with new legislations that may be applicable in the provision of services or goods
It also entails preparing documentation and reports for management as required, including details of complaints received.
Responsibilities
- Assist passengers with a smile and friendly face through arrival and check-in process, including support for passengers with special needs such as unaccompanied minors, VIP passengers and passengers needing wheelchair assistance
- Handle all aspects of arrival and departure functions, ticketing, gate handling and check-in by operating a computerized system. System usage includes boarding, baggage service, reservations and resolving related complaints and problems such as lost and found issues.
- Perform customer relations, duties and responsibilities which includes providing information for airline passengers regarding their travelling needs and assisting them with special requests and considerations.
- Ability to handle passport/VISA documentation.
- Ability to interact with all levels of individuals such as passengers, employees, customers, corporate representatives and the general public.
Qualifications
- Must be fluent in any of the following languages: Japanese, Chinese, Cantonese, Mandarin, Spanish, Tagalog.
- Ability to showcase exceptional customer service abilities to all cliental.
- Must be able to walk, climb, bend, kneel, crawl, and stoop on a frequent basis and for extended periods.
- Must be able to lift/carry / push/pull and move items of 70 pounds and/or more on a regular basis and repetitively lift weights of 40 to 50 pounds on raised surfaces.
- Able to work in extreme conditions, such as hot and cold weather, as well as small spaces
- Flexible schedule allowing work during nights, weekends, and holidays.
- Minimum of one (1) year supervisory experience.
