Sr. Customer Service Officer/ Customer Service Officer

Passenger Service Operations

• Supervise and coordinate daily customer service activities at check-in counters, boarding gates, arrival halls, and transfer desks.

• Ensure efficient passenger processing in compliance with airline procedures and regulatory requirements.

• Assist passengers with reservations, ticketing inquiries, baggage services, seat assignments, and special requests.

• Handle premium passengers, VIPs, unaccompanied minors, and passengers requiring special assistance.

• Ensure timely boarding and departure processes while maintaining customer satisfaction.

Customer Experience Management

• Address passenger complaints, service disruptions, and operational challenges promptly and professionally.

• Resolve customer issues and provide appropriate service recovery measures.

• Maintain a customer-focused environment and continuously strive to enhance passenger experience.

• Monitor frontline service quality and ensure adherence to established service standards.

Operational Coordination

• Liaise with flight operations, ground handling agents, immigration, customs, security agencies, and other airport stakeholders to ensure smooth operations.

• Coordinate responses during flight delays, cancellations, diversions, and irregular operations.

• Monitor flight schedules and communicate operational updates to relevant parties.

• Prepare and submit operational reports and incident documentation.

Team Leadership and Supervision

• Guide, coach, and support Customer Service Officers in their daily responsibilities.

• Allocate duties and monitor staff performance during shifts.

• Conduct on-the-job training and briefing sessions for team members.

• Foster teamwork and ensure discipline and professionalism among staff.

Safety, Security and Compliance

• Ensure compliance with company policies, airport regulations, and applicable aviation standards.

• Adhere to safety and security procedures, including emergency response protocols.

• Maintain confidentiality of passenger and operational information.

• Participate in emergency exercises and incident investigations when required.

Administrative Responsibilities

• Maintain accurate records relating to passenger services and operational activities.

• Prepare shift reports, discrepancy reports, and service quality reports.

• Monitor inventory and usage of operational forms, stationery, and equipment.

• Assist management in implementing process improvements and service initiatives.

• 1 to 5 years
• The applicants should have experience in the following business area(s): Airline

• Bachelor of Business Administration (BBA)

• Age 25 to 35 years

Strong customer service orientation.

Excellent interpersonal and communication skills.

Leadership and team management capability.

Problem-solving and conflict-resolution skills.

Ability to work under pressure and manage multiple priorities.

Attention to detail and operational discipline.

Good report-writing and documentation skills.

Proficiency in Microsoft Office applications.

Strong command of English and Bangla, both written and verbal.

Willingness to work on rotating shifts, including nights, weekends, and public holidays.

Ability to remain standing and active for extended periods.

Capability to respond effectively during emergencies and irregular operations.