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Customer Services Supervisor

Air Arabia

Cairo, Egypt

Ref: NP151-115

Job description / Role

Based in Cairo, Egypt, the job holder will be responsible to assist APM to manage all aspects of Air Arabia daily operation at the station while monitoring, directing and controlling the GHA to ensure that:
- All airport operations in all stations are operating efficiently and smoothly in accordance to the policies and procedures of Air Arabia and Airport Authority in the respective stations.
- All airport operations are being reviewed periodically and managed as per the standards of Air Arabia.
- On-time performance of all Air Arabia flights at the station.
- Cost effective, safe and secured Air Arabia Station operations.

Key responsibilities:
- Observe and review all day to day operational issues at the station including check-in, safety and security, disruption handling and service recovery in accordance with the laid down procedure, any deviation should be reported to APM.
- Issue instructive plan to all handling agent staff and Provide efficient passenger Service.
- Conduct briefing and debriefing to the handling agent staff.
- Protect the Financial Interest of the company.
- Coordinate with APM and Flight Operations during the disruption handling.
- Maintain constant liaison with RMGO and Flight Operations/MCC in the event of technical delay, obtain briefed details and implement the recovery plan given.
- Monitor service level agreement and suggest action plans to improve service levels.
- Investigate passenger complaint and prepare detailed report to APM.
- Ensure appropriate information provided to the local authority if required.
- Ensure all advisories or circulars received from ground operations are transmitted to all relevant personnel.
- Ensure all incident/accident are reported to the headquarters through APM using the approved format and assist headquarters for further investigation.
- Ensure D.G related incidents are reported all local authorities through APM.
- Ensure daily Flight Handling Reports, disruption reports and other reports send to the head quarters without delay.
- Liaise with local authorities and internal departments and initiate actions as and when required. Deal with passengers and important other issues on an exception basis.
- Continuously promote the image of the company.
- Analyze performance and delay reports. Find solutions and recommend to APM to resolve recurring problems.
- Provide proposals related to improvement and rectification of passenger, ramp services and other issues to APM.
- Responsible for airside safety and monitor ramp handling.
- Oversee the baggage handling and register baggage handling complaint in to the baggage handling system.
- Monitor and trace lost baggage using baggage service system.
- Ensure adherence of policies and procedure laid down in the station operation manual.
- Monitor excess baggage collection and report to APM.
- Any other administrative or operational functions that may be assigned by APM
- Deputize APM on his absence.


- Graduate or equivalent to a Degree in Business Administration Discipline.
- Minimum 3-5 years’ experience in traffic handling in similar position, or in a supervisory level within stations with multiple departure and arrival flights.
- Has attended training on Passenger Handling, Ground Operations, Cargo and Mail Services, DGR, Basic Knowledge of Weight and Balance, Departure Control System, and Airline Reservation.
- Basic knowledge of DCS (Departure Control System), departure and arrival procedures as well as basic reservations i.e. to retrieve PNR, add comments.

About the Company

Air Arabia (PJSC), listed on the Dubai Financial Market, is the Middle East and North Africa's first and leading low-cost carrier flying to over 100 destinations across the world. Air Arabia was the first airline to introduce the low-cost carrier concept in the region and is on a mission to serve all Arab countries and beyond, constantly undergoing aggressive route expansion, taking advantage of its ideally located hubs in the United Arab Emirates, Morocco, Egypt and Jordan. Over the past thirteen years, Air Arabia, through continuous market research and customer feedback, provides a range of value added services to millions of passengers who chose to fly with Air Arabia's fleet of A320 aircraft. The airline commenced operations in October 2003 and achieved financial break-even from its very first year of services and has been profitable ever since.

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