Customer Service Representative

SFO•CA-San Francisco, CA

8d•Onsite

About The Position

This role involves performing lead duties for all passenger and ramp operations, both at the airport and off-site, to ensure safe, timely, and optimal flight operations for ANA group schedule & charter flights, and Governmental Charter flights. The scope of business is detailed in AHM, OM, and relevant manuals. The position requires assisting Supervisors and Managers in organizing daily aircraft turnaround activities, coordinating with agencies, and ensuring staff adherence to company procedures, including security and safety measures. A key aspect is taking initiative to find more efficient methods, staying proficient with technology, and maintaining effective communication with various departments. This includes promptly responding to passenger irregularities and complaints, preparing reports, and updating station procedures based on the latest regulations and company manuals. The role also involves assisting in maintaining and improving safety, on-time performance, comfort, and food safety to achieve corporate targets, actively supporting the management team to meet fiscal year goals. Engagement in irregular operations, improving station preparedness, and managing disruptions are crucial. Ensuring contracted companies comply with guidelines, overseeing handling staff performance, reviewing contracted expenses, and covering for other staff are also part of the responsibilities. The position may also involve other duties as directed by Supervisors and Managers.

Requirements

Perform as a lead in charge for all operations from the aspect of passenger services and ramp operations, at the airport and also off the airport, and maintain safe, timely, and optimal flight operations for ANA group schedule & charter flights, Governmental Charter flights.
Assist Supervisors and Managers to organize and direct the various daily aircraft turnaround activities.
Coordinate local operations with all appropriate agencies and organizations as needed.
Supervise all staff are properly following company procedures, including security and safety measures.
Take initiative to search for more efficient methods for accomplishment of daily tasks.
Keep up to date with and grow proficient with technology tools that have been introduced to increase productivity.
Maintain effective communication with OMC/OSC and related departments.
Communicate any issues or problems to necessary parties on a timely basis and troubleshoot as necessary.
Respond promptly to any and all passenger irregularities and/or complaints.
Prepare reports as necessary, including monthly statistical reports to be presented at Airport Staff meetings.
Catch up with the latest version of all related regulation and company manuals, and update station's procedures.
Ensure up to date information / trainings have been communicated to handling companies.
Assist to maintain and improve Safety, On-time, Comfort, Food-safety, to achieve corporate targets.
Actively support the management team to meet and exceed the fiscal year targets, carrying out the annual action plan.
Actively engage in irregular operation.
Assist to improve the preparedness of station's irregular operation.
Keep up to date with effective procedures to manage irregular situations and minimize disruptions.
Immediately respond to Irregular situations with appropriate communication channels.
Ensure contracting companies comply with all required guidelines.
Oversee the performance of entrusted handling staff and report the issues to management team.
Review contracted expenses for accuracy and submitting for payment within specified deadlines.
Cover for other Staff (including other stations, when requested by management).
Perform any other duties as directed by Supervisors and Managers.

Responsibilities

Perform as a lead in charge for all operations from the aspect of passenger services and ramp operations, at the airport and also off the airport, and maintain safe, timely, and optimal flight operations for ANA group schedule & charter flights, Governmental Charter flights.
Assist Supervisors and Managers to organize and direct the various daily aircraft turnaround activities.
Coordinate local operations with all appropriate agencies and organizations as needed.
Supervise all staff are properly following company procedures, including security and safety measures.
Take initiative to search for more efficient methods for accomplishment of daily tasks.
Keep up to date with and grow proficient with technology tools that have been introduced to increase productivity.
Maintain effective communication with OMC/OSC and related departments.
Communicate any issues or problems to necessary parties on a timely basis and troubleshoot as necessary.
Respond promptly to any and all passenger irregularities and/or complaints.
Prepare reports as necessary, including monthly statistical reports to be presented at Airport Staff meetings.
Catch up with the latest version of all related regulation and company manuals, and update station's procedures.
Ensure up to date information / trainings have been communicated to handling companies.
Assist to maintain and improve Safety, On-time, Comfort, Food-safety, to achieve corporate targets.
Actively support the management team to meet and exceed the fiscal year targets, carrying out the annual action plan.
Actively engage in irregular operation.
Assist to improve the preparedness of station's irregular operation.
Keep up to date with effective procedures to manage irregular situations and minimize disruptions.
Immediately respond to Irregular situations with appropriate communication channels.
Ensure contracting companies comply with all required guidelines.
Oversee the performance of entrusted handling staff and report the issues to management team.
Review contracted expenses for accuracy and submitting for payment within specified deadlines.
Cover for other Staff (including other stations, when requested by management).
Perform any other duties as directed by Supervisors and Managers.