Customer Service Supervisor (FRW) – Air Botswana

April 2, 2023

Job Description

Reference Number
Customer & Grounds Services


To provide safe, secure efficient and customer-friendly service whilst processing, loading, offloading flight passengers, baggage, and cargo including aircraft cleaning and documentation preparation in accordance with Standard Operating Procedures (SOPs) and Customer Airlines’ Service Level Agreements (SLAs).

Principal Responsibilities and Accountabilities (Key Performance Areas)

Coordinate underutilized resources to be re-deployed at gates and counters
Develop day-to-day manpower plans for the deployment of agents and officers. Manage resources to increase the efficiency of customer service operations
Handle dissatisfied customers and/or passengers at the counters, gates or in the aircraft before door closures
Handle complex customer issues regarding irregular flight operations. Resolve exceptional customer situations
Highlight self-service systems and equipment flaws to initiate service improvements
Monitor customer services to ensure compliance with standards and identify areas for enhancements
Investigate service disruptions and propose service recovery actions
Plans, organises, implements and supervises ground handling activities; check-in, passenger flight embarkation/disembarkation, load control, ramp services, CIP lounge, catering services, smooth handling of VIPs/CIPs and passengers with special needs in accordance with Standard Operating Procedures (SOPs), Customer Airlines’ Ground Handling and Service Level Agreements (GHAs & SLAs)
Ensures reduction/elimination of inadmissible passenger fines & layover expenses including baggage & cargo claims.
Monitors and ensures smooth coordination of flights processing by all stakeholders; Other internal departments (Flight Operations, Cargo, Engineering, Transport, Sales, Security, etc.), CAAB, Immigration, Customs and Security Agents to achieve On Time Performance (OTP).
Supervises and monitors tracing of mishandled baggage/cargo, missing and damaged baggage/cargo; authorises and/or and recommends the settlement for missing and damaged baggage and cargo within airline industry limit of liabilities and delegated authority.
Prepares and compiles daily ground handling reports; Daily Flight Movement & Load Summary, Handover Log & Incidents Reports ensuring their accuracy and timely submission.
Records staff attendance register, plans operational activities, assigns staff duties and responsibilities ensuring their adherence to daily rosters.
Supervises shift staff, interacts with peers, managers, other stations personnel; fosters positive relationships with authorities, customer airlines representatives and all stakeholders ensuring high level of professionalism.
Checks to ensure that all documentation for the movement of goods and airway bills are completed accurately and in accordance with SOPs; Liaises with customs authorities and security on movement and clearance of goods and reports any suspicions to appropriate authorities.
Checks to ensures that dangerous and special cargos are handled and stored in accordance with SOPS/SLAs and that any special pallets, containers, etc are used correctly.
Supervises the loading-unloading of aircraft to minimize ramp turnaround time and checks to ensure that all cargo is accompanied by appropriate documentation; liaises with flight operations and engineering in the case of special cargos (e.g. live cargo).
Ensures compliance with safety, security and quality management policies and procedures in all activities undertaken to minimize unsafe incidents and accidents and conducts quality spot checks.
Performs Customer Services Agent’s duties as and when required to support staff and expedite flight turnaround
Adheres to the SOPs and related regulations as stipulated by the regulator

Minimum Education required

A recognized Diploma or Degree in Business Administration, Commerce, Travel & Tourism or equivalent.

Minimum Experience required

At least four years (4) post-qualification experience, of which two (2) years should have been at the Supervisory level in a similar role or related field.
Knowledge of Passenger & Cargo. Handling as well as experience in Ground Handling Services will be an added advantage

Required Competencies (Technical and Behavioural)

Planning and Organising
Commercial Awareness
Accident and Incident Response Management
Baggage Lost and Found Operations
Baggage Services Management
Change Management
Customer and Passenger Handling and Care
Customer Focus and Service Delivery
Dangerous Goods Management
Flight Check-In Operations
Process Improvement and Optimisation
Service Branding and Coaching
Stakeholder Management
Standard Operating Procedures
Regulatory Compliance
Business Insights & Leadership
Service Orientation
Creativity and Innovation
Problem Solving


Interestted candidates are kindly requested to apply to : Closing Date: 4th April 2023. All Applications should be Online. The Airline shall only respond correspond to Shortlisted Candidates.