Airport Coordinator

Key responsibilities_

Main duties
- Ensure a satisfactory traveller experience
- Support and monitor refund agents: ensure proper training of staff, invoicing, monitor KPI; prevent forced forex-conversion; strengthen our negotiation position
- Support airport authorities: local point of contact, strengthen our negotiation position
- Support customs authority: Ensure to meet KPI; follow up on requests, relationship management
- Manage validation team: ensure acquisition and retention of talent. Ensure meeting corporate standards. Ensure proper training. Liaise with staffing agency. Ensure 24/ presence. Prepare shift plans. Step in personally in case of unplanned absences
- Ensure compliance, prevent refunding mistakes and fraud
- Ensure kiosks and hardware installed are always in good operational situation: technology and cleanliness
- Ensure compliance with corporate policies, guidelines and procedures
- Corporate identity: ensure correct usage of signage and uniforms
- Ensure good communication flow with Sales
- Identify possible enhancements related to Mobile Customer Care, Kiosks and Rex2 installations and inform manager
- Influence the refund payment mix (credit cards vs. cash) in accordance with company strategy
- Identify and address deviations, opportunities and threats

Main KPIs
- Traveller Satisfaction
- Validation in less than 3 minutes
- Refunding mistake ratio
- Refund Ratio
- Non-Cash Ratio

Internal Cooperation

Reporting line: Exit Point manager

Mainly cooperates with: Peers at other airports in KSA, Sales, Quality Assurance, Accounting
- Qualifications:_

Background and Education
- Must be a Saudi national
- Must have a commercial education.
- Must have experience in managing entry-level staff.
- Helpful: experience in face-to-face customer contact

Specific skills and knowledge
- Must be dedicated to service and customer satisfaction.
- Must be fluent in Arabic and English.
- Must be experienced in using office software.
- Must be able to organize himself and his team.
- Must take full ownership of the operations at their specific airport
- Minimum work experience: 3 years
- Must be able to handle stress.