CUSTOMER SERVICE OFFICER

## 💼 Expérience
To deliver excellent, empathetic, and proactive customer service to all passengers, ensuring timely issue resolution and a positive travel experience that drives customer loyalty and business growth.
Key Responsibilities
- Provide warm, respectful, and culturally sensitive service at all passenger touchpoints in the designated station.
- Demonstrate active listening, empathy, and patience, especially in high-pressure situations.
- Ensure every passenger interaction reflects service standards.
- Anticipate passenger needs and resolve issues before escalation.
- Take full ownership of customer concerns from first contact to resolution.
- Act quickly and confidently within authority limits to deliver solutions.
- Manage passenger expectations and emotions professionally during service interruptions.
- Support Ground Operations teams to ensure smooth handling of displaced passengers.
- Communicate clearly and confidently with passengers and stakeholders.
- Prepare weekly and monthly reports on customer service performance.

## 🧠 Profil recherché
Minimum Qualifications & Experience
- Bachelor’s degree.
- Minimum of 5 years’ experience in a customer service related role.
- Previous experience in airline or airport customer service.
- Knowledge of airport operations, gates, and ramp procedures.

## 🛠️ Compétences requises
Preferred Skills and Characteristics
- Strong communication skills (spoken and written English and at least one local language).
- Ability to work under pressure and handle difficult situations calmly.
- Ability to multitask, prioritize, and meet deadlines independently.
- High level of emotional intelligence, empathy and cultural awareness.
- Strong problem-solving and conflict resolution skills.
Work Environment
- Able to work flexible work shifts, including weekends and holidays.
- Airport-based role involving use of computers and operational systems.
- Exposure to airport ramp conditions, including weather and noise.

## 📍 Localisation
Location: Accra, Kumasi, Tamale, Sunyani, Takoradi, Wa