The Airport Services Assistant will facilitate the timely check-in and boarding of Fiji Link customers in compliance with company and regulatory requirements to achieve on-time performance.

KEY RESPONSIBILITIES

• Deliver on-time performance (OTP) for scheduled flights by ensuring the timely facilitation of passenger services from check-in to departure while complying with company, safety, security, and regulatory requirements.
• Provide customers with timely updates on flight schedule changes and disruptions in accordance with the Fiji Link Ground Operations Manual (FLGOM).
• Receive, document, and process customer complaints accurately in accordance with company procedures and submit them to the Airports and Training Coordinator for appropriate action.
• Provide accurate and timely information relating to customer complaints to support the Customer Care Department in the resolution and closure of cases.
• Initiate immediate communication with Reservations, resorts, Airports Fiji Limited (AFL), and other relevant stakeholders regarding flight schedule changes, disruptions, or delays, in accordance with the Fiji Link Ground Operations Manual.
• Assist customers affected by flight delays or disruptions by arranging meal vouchers, accommodation, transportation, and onward travel connections in line with FLGOM guidelines, ensuring customer satisfaction and retention.
• Contribute to the achievement of revenue targets through the collection and processing of ancillary revenue, including excess baggage and cargo charges.
• Ensure cargo and ground operations are conducted in compliance with applicable aviation regulations, safety requirements, and Fiji Link operational standards.
• Supervise and coordinate airport operations activities to ensure the safe, efficient, and customer-focused delivery of ground handling services.
• Maintain effective working relationships with internal and external stakeholders to support operational efficiency and customer service excellence.

QUALIFICATIONS, SKILLS & EXPERIENCE

• Successfully completed Form 7(Year 13) or Foundation studies.
• Experience in hospitality or a customer service related role.
• Possess excellent oral and written communication skills.
• Must be a self-starter and able to work with minimum supervision.
• Must be self-organised and capable of working under pressure.
• A good relationship builder and solution focused.
• Exposure to airport operations will be an advantage.
• Attention to detail and accuracy.