Aviation Associate Customer Service G6

WFP

KEY ACCOUNTABILITIES (not all-inclusive, within delegated authority): Under the general supervision of the head of unit, the Aviation Associate, Customer Service will perform the following duties:

• Support processing and managing routine administrative in various functional areas.
• Assisting booking team in passengers reservation and flight manifests.
• Ensure that only passengers authorized by the Heads of Organizations that are registered with UNHAS and/or by members of the UNHAS board and/or the Chief Air Transport Officer (CATO)are approved for travel.
• Post and broadcast the approved schedule for the information of all passengers including the availability of seats.
• Publish/prepare the circulars of the new schedule/price list and new destinations after the approval from Chief Air Transport Officer (CATO).
• Publish the UNHAS SAOP (policies/procedures) to the customers/clients.
• Identify the customers problems with UNHAS and attend to the passengers queries and complaints. focused on customer care and service.
• Communicating verbally and in writing in the English language and produce accurate and concise technical reports (monthly, quarterly, and ad hoc reports).
• Prepare and collaborate in the production of reports including the production of forms, tables and charts providing details on the area of activity.
• Maintaining/recording and processing the agencies application and submitting to Chief Air Transport Officer (CATO) for his approval.
• Maintaining/recording and updating the UNHAS approved agencies list.
• Communicating/coordinating with UNHAS field/regional offices with regards to established practices/rules and regulations compliances.
• Disseminating flights/schedule and update among UNHAS user group/clients.
• Providing relevant training and briefing to the organizations focal points regarding UNHAS booking policy and procedures.
• Providing training for the users in the online booking system
• Organize meeting with customer (User Group), maintain and establish close contacts with customers on regular basis.
• Supporting the head of unit for conducting passengers and heads of organization survey and preparing analysis reports.
• Receive feedback by conducting customer surveys regarding operation (before, during and after the flights) and identify/explore any special needs and services for customers.
• Ask the customers to fill a post complaint and/or remark feedback form to be filled with the complaint in the log (Keep record of all complaints and/or remarks from the customer feedback).
• Follow up on solving problems and/or complaints within (72 hours), during which keep the customers updated with the current situation even if there is no coherent answer.
• And any other tasks given by the immediate supervisor and Chief Air Transport Officer (CATO)when and where deemed necessary.