Cтарший агент по работе с VIP-клиентами (VIP Сustomer Service Supervisor)

TAV Operation Services, a subsidiary of TAV Airports Holding and ADP Group, is amongst the leading global airport & travel hospitality service providers, currently presented in 19 countries, managing more than 80 lounges and providing a wide range of premium passenger services. TAV Operation Services aims to provide its guests a unique, seamless end-to-end customer journey as part of the travel experience and being the reliable solution provider for our partners within the eco-system. TAV Operation Services' portfolio includes premium and ancillary services such as Meet & Greet, Fast Track, Loyalty Platform and Commercial Area Management at TAV Airports. Creating outstanding services for airline passengers with a global brand portfolio with Primeclass, TAV Passport, Tavport.com, LoungeMe. The operations of TAV Operation Services are covering Europe, the Middle East, Caucasus, Central Asia, Africa, Latin, Middle East and North America regions. We are glad to consider applicants on our exciting new vacant position of VIP Customer Service Supervisor (Head of the Agents shift, working with Comercially Important Persons).

Objective of the job

To perform high-level quality customer-service in VIP-lounges of airport to meet and welcome, provide ongoing lounge services and farewell passengers and guest delegations, according to the procedures in order to maintain and increase customer satisfaction and service quality of TAV Kazakhstan Operations Services.

Reports directly to: Operational Manager

Main responsibilities:

• Assigning employees (Agents) in shift subordination for daily reservations (passengers, delegations, etc) in online system

• Monitoring flight status

• Supervising high execution standards of work of Agents in subordination and back-up the functional duties of the team members in case of absence (registering reservations on PrimeClass online system, executing cashier duties, meet & farewell passengers)

• Controls and tracks the catering, cleaning, facilities and services of VIP-lounges to ensure sustainability and increase the satisfaction of guests, to report the deficiencies when necessary and eliminate them

• Plan and control the number of vehicles to serve VIP passengers according to the requests of the daily flight plan;
• Preparing the daily and monthly reports and sending them to managers (Operation Manager, Country Manager and related parties)

• Receive complaints, claims of passengers, representatives of airlines, travel agencies, act upon its resolution and take measures to exclude them
• Broadcast kindness and politeness to all passengers, paying special attention to those who have preferential right of air transportation
• Correctly in a friendly manner collaborate and communicate with representatives of airlines and travel companies, customs officers and border control units, and demand this from subordinates
• Monitor compliance with the rules of movement at the airport agents accompany passengers
• Control and supervise the dress-code of the shift team: wear uniform and control the wearing by agents in compliance with the rules and regulations for its receipt
• Ensure the maintenance of cleanliness and order in the designated premises for agents
• Adjust the work plan of agents, in case of changes in the business environment; undergo mandatory periodic medical examinations according to the order
• Prepare agents for at least two employees who are ready to replace the senior agent during his absence for a reason (illness, vacation, training and other reasons)
• Control staff attendance and discipline, execution of all statutory and company regulations, including, but not limited to HSE and fire safety, compliance norms and procedures, etc.
• Сonduct initial training of assigned personnel regarding their duties, ongoing periodic training, and retraining in case of misbehavior or errors
• Leading Customer Service projects
• Supporting other operational processes when needed & requested from managers.

What will be the qualifications we expect from you?

• Higher education (preferably in Economics, Business Administration, Linguistics, Engineering)
• Minimum 1-3 years experience in hospitality / HORECA / customer service fields
• People management experience (would be a plus)
• Strong customer-service, communication, problem-solving & time-management skills; accurate, well-organized, results-driven, friendly and customer-oriented
• Intermediate+ English, fluent Russian, working level of Kazakh (both verbal and written)
• Working knowledge of Turkish (as an advantage)
• Confident user of MS Office, etc

Compensation and benefits:

• Competitive salary level
• Monthly bonus and annual bonus (depending on annual performance rating of employee)
• Shift work: 1 day shift (08:00 - 20:00), 1 night shift (20:00 - 08:00), 2 days off
• Additional paid vacation day for the birthday
• Friendly team and work within international ethical environment
• Corporate mobile connection (sim-card)
• Transportation service city-airport-city (6 routes)
• Educational online platforms learning opportunities
• Discounted meals prices in the airport canteen
• Possibilities for professional development.