Job Detail

JOB PURPOSE

To collect, analyze and report on information to maximize efficiency of aviation operations and services.

KEY ACCOUNTABILITIES 

Under the general supervision of the head of unit, the Aviation Officer, 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 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 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 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 CATO when and where deemed necessary.

Education: 

• Advanced University degree in Aeronautics, Aviation Engineering, Airport Management or other relevant field, or First University degree with additional years of relevant work experience and/or training/courses. Holds or has held a Commercial Pilot License, Air Traffic Control License or Flight Operations Officer License (or equivalent), Aeronautical Engineer or Maintenance Engineer License.

Experience: 

• At least one (1) year of postgraduate professional experience
• Experience arranging flight clearances and customizing immigration documentation.
• Experience in coordinating with national aviation authorities on ramp activities.
• Experience in monitoring operational reports and advising on service utilization trends.

Language: 

• International Professional: Fluency (level C) in English language. Intermediate knowledge (level B) of a second official UN language: Arabic, Chinese, French, Russian, Spanish, and/or Portuguese (a WFP working language).
• National Professional: Fluency (level C) in English language and the duty station’s language, if different.