SENIOR CUSTOMER SERVICE ASSISTANT

Responsible to provide effective admin support and customer service functions for all activities related to the Transport Control Centre. Will be responsible for communicating with internal/external stakeholders, including customers & crew. Ensuring all systems and records are accurately maintained and service delays are minimised . Will be responsible to interact with other departments and also to ensure all data/records and billing are accurately maintained and service delays are minimal.
Job Outline:

• Ensure systems are maintained & updated on a regular basis throughout the day i.e. MARS, Transport Control Centre (TCC) Operational System
• Administer booking requests through the appropriate system, ensuring all mandatory data fields are completed
• Co-ordinate with service providers operational team on all transportation activities ensuring the planned activity is achieved through timely communication on schedule, pick-up and drop-off time etc.
• Ensure resources are used in the most appropriate and cost effective manner.
• Deal with a high number of calls, emails & system events as well as being the first point of contact in the chauffeur drive Terminal 3 (T3) and pilot arrival (EGHQ) lounges, processing transport requests and resolving any other service requests.
• To receive, maintain and allocate the complaints/feedback received from the internal/external stakeholders.
• To conduct spot checks as directed by the Transport Duty Officer, verifying the vehicle condition and cleanliness as well as the driver's grooming and uniform.