Customer Services Officer

About The Role

As a Customer Services Officer (CSO) at Singapore Airlines, you will be the face of one of the world\'s leading airlines, providing exceptional customer service and operational support at London Heathrow Airport. Your responsibilities:
  • Monitor and report on customer handling procedures performed by the handling agent and report on ways to further enhance our customer service standards
  • Brief check-in staff / ramp / operations of special requirements on a flight-to-flight basis
  • Act as Company representative in all airport operational areas and monitoring GHA performance
  • Liaise with GHA Supervisor/Duty Manager and duty staff to ensure smooth handling of flights
  • Compiling of Pre/Post operational data
  • Administration duties including compiling/preparing reports and submitting flight log reports on time
  • Active participation in TCS/SPR and SIA schemes
  • Undertake training, including online, as required
  • Handling Customer Complaints - investigate and provide feedback to CSM/SM LHR
  • Ensure on-time departure of aircraft - work with Duty Officer as counter CSO and/or queue comber and/or other departure duties including ramp to ensure timely departure of aircraft
  • Efficient handling of flight arrivals - oversee the handling of aircraft arrivals by the GHA, including special handling, VIP/CIP passengers and baggage services. Ensure all Company procedures are followed and work with GHA staff on these matters
  • Administer allocated supplier accounts as per instructions from SM LHR. This will include purchasing and processing payments as per Company procedures
  • Be able to complete all administrative duties quickly and efficiently (including preparing invoices for authorization, preparing/compiling end of month reports, compile PMC figures and cheque requisitions)
  • Assist with the general upkeep of the airport Administration Office, including filing
  • Have a close working relationship with the GHA/service partners to provide the best possible customer service
  • Able to handle work in the Silver Kris Lounge as well as monitoring ramp functions
  • Administration Functions including, but not limited to - answering phone queries; serving walk-in passengers; reading and action on telex/fax/emails; and inventory supplies (as specified by SM LHR)
  • Any other duties as assigned by SM LHR & CSMs

    • Keyboard Shortcuts

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    • About You

    They are looking for someone who brings experience in :
  • Customer Management and Flight Management Systems
  • Passenger / Ramp Handling
  • Catering Knowledge pertaining to traffic
  • Crewing and Flight Operations
  • Conflict Resolution
  • Reservations and Delay Handling
  • Frequent Flyer Programs
  • PC Knowledge and good communication and telephone skills
  • SIA\'s General Conditions of Carriage for Passengers
  • Car and Driving Licence
  • Ability to work flexible hours
  • Basic understanding of Company corporate goals
  • Good time management skills
  • Hold a Heathrow ID card (or be able to secure issuance)
    • Desirable:
  • Basic reservations
  • Basic ticketing
  • Crisis management
  • First Aid
  • Second language an advantage

    • Keyboard Shortcuts

  • F9 - Move focus from the edit area to the Footer Toolbar
  • F10 - Move focus from the edit area to the first toolbar button
  • Shift + TAB - Move focus from the edit area to the last toolbar button
    • Salary: GBP 30000 - 42000 per year Experience: 3 years required
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