Customer Service Controller

Customer Service Controller – Full Time

Location: Hajj & Umrah Terminal T3

Department: Operations

Position Summary

The Customer Service Controller is responsible for delivering high-quality passenger services, ensuring smooth passenger flow, handling inquiries and complaints, and coordinating with operational stakeholders to maintain service excellence, particularly during peak operational periods.

Key Responsibilities

• Provide direct assistance to passengers regarding travel procedures, services, and general inquiries.
• Handle and resolve passenger complaints professionally and in line with approved service standards.
• Coordinate with airlines, security, terminal operations, and baggage handling teams to ensure seamless passenger movement.
• Monitor queues and congestion points and report operational issues to the Terminal & Plaza Supervisor.
• Participate in daily operational briefings and implement service instructions.
• Work in rotating shifts to support 24/7 operations, including weekends and public holidays.
• Maintain a high level of professionalism, patience, and customer focus, especially during peak and irregular operations.

Skills

• Strong customer service and communication skills in a multicultural, high-traffic environment.
• Ability to handle complaints and resolve issues professionally under pressure.
• Good problem-solving and decision-making skills during peak and irregular operations.
• Proficiency in English (spoken and written).

Qualifications

• Minimum 2 years of experience in customer service, preferably in airports, airlines, or hospitality environments.
• Bachelor’s degree in Business Administration, Aviation Management, Tourism, or a related field.
• Training or certification in Customer Service Excellence or Aviation Ground Operations is an added advantage.