Reports to: Customer Services Supervisor
Location: Robert Gabriel Mugabe International Airport

Job Purpose
The position exists to provide customer care services to all airport users.

Duties and Responsibilities
? Provides frontline customer service through the dissemination of flight, tourist and general airport
information to ensure effective communication at the airport.
? Receives and handles customer complaints at the airport frontline desk and other (customer services)
operational posts in the terminal.
? Gathers customer feedback through the provision of suggestion boxes, comments books and
questionnaires, etc. and refers these to the relevant shift Supervisor.
? Ensures that customers get adequate attention with regard to their needs and expectations at the
airport.
? Makes relevant Airport announcements through the public address system under the guidance of
Customer Services Officers.

? Monitors service delivery of organizations and companies working at the airport to ensure their
conformity to airport standards.
a) Updates the flight information display (FIDS system).
b) Records service standards data and passenger statistics for trend analysis.
c) Records all activities that affect passengers and presents these to the Supervisor for analysis
and service improvement.
? Conducts spot checks for general cleanliness of the terminal building to ensure that all facilities are
clean for use by airport users.
? Answered telephone inquiries at the Airport Information Centre.
? Conducts airport tours for school children, college students, and other official airport visitors.
? Assists in setting up corporate events.

Qualifications & Experience
? 2 “A” level passes in Commercial subjects.
? 5 “O” levels including English Language
? Certificate in Marketing, Customer Services, Business Management or equivalence.
? A diploma in Customer Services, Marketing, or Business Management will be an added advantage.
? Be aged 25 years and below.

Skills and Competences
? Good communication skills
? Good interpersonal skills
? Computer literate
? Customer Orientation
? Well-groomed