Sr. Customer Service Officer/ Customer Service Officer

Job Description

Title: Sr. Customer Service Officer/ Customer Service Officer

Company Name: Galaxy Bangladesh Group

Vacancy: 5

Age: Na

Job Location: Dhaka

Salary: Negotiable

Experience: --

Published: 2026-06-09

Application Deadline: 2026-06-20

Education:

Requirements: --

Skills Required:

Additional Requirements:

Responsibilities & Context:

Passenger Service Operations

• Supervise and coordinate daily customer service activities at check-in counters, boarding gates, arrival halls, and transfer desks.

• Ensure efficient passenger processing in compliance with airline procedures and regulatory requirements.

• Assist passengers with reservations, ticketing inquiries, baggage services, seat assignments, and special requests.

• Handle premium passengers, VIPs, unaccompanied minors, and passengers requiring special assistance.

• Ensure timely boarding and departure processes while maintaining customer satisfaction.

Customer Experience Management

• Address passenger complaints, service disruptions, and operational challenges promptly and professionally.

• Resolve customer issues and provide appropriate service recovery measures.

• Maintain a customer-focused environment and continuously strive to enhance passenger experience.

• Monitor frontline service quality and ensure adherence to established service standards.

Operational Coordination

• Liaise with flight operations, ground handling agents, immigration, customs, security agencies, and other airport stakeholders to ensure smooth operations.

• Coordinate responses during flight delays, cancellations, diversions, and irregular operations.

• Monitor flight schedules and communicate operational updates to relevant parties.

• Prepare and submit operational reports and incident documentation.

Team Leadership and Supervision

• Guide, coach, and support Customer Service Officers in their daily responsibilities.

• Allocate duties and monitor staff performance during shifts.

• Conduct on-the-job training and briefing sessions for team members.

• Foster teamwork and ensure discipline and professionalism among staff.

Safety, Security and Compliance

• Ensure compliance with company policies, airport regulations, and applicable aviation standards.

• Adhere to safety and security procedures, including emergency response protocols.

• Maintain confidentiality of passenger and operational information.

• Participate in emergency exercises and incident investigations when required.

Administrative Responsibilities

• Maintain accurate records relating to passenger services and operational activities.

• Prepare shift reports, discrepancy reports, and service quality reports.

• Monitor inventory and usage of operational forms, stationery, and equipment.

• Assist management in implementing process improvements and service initiatives.