REQUIRED KNOWLEDGE AND SKILLS |
This describes the essential knowledge and skills and their level required for this unit.
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Required knowledge:
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Relevant duty of care responsibilities
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Relevant OH&S and environmental procedures and regulations
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Airline company structure, products, services, policies and procedures
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Airline company customer service principles and philosophies
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Leadership principles
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Workplace procedures relevant to work activities
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Customer service, quality and continuous improvement principles, policies and procedures
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Feedback and coaching techniques
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Resource management (human and financial)
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Legal issues that relate to quality service management
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Types of operations carried out in the workplace concerned
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Sources of information and documentation needed for workplace operations
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Required skills:
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Communicate effectively with others when monitoring and enhancing customer service excellence, including the use of telephone techniques, public speaking system and other communication devices
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Effectively use interpersonal skills
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Effectively handle customer queries and complaints
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Read and interpret instructions, procedures, information and labels relevant to the provision of customer service
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Interpret and follow operational instructions and prioritise work
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Complete documentation related to the monitoring and enhancing of customer service excellence
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Write simple reports and records of inquiries
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Work collaboratively with others when monitoring and enhancing customer service excellence
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Adapt appropriately to cultural differences in the workplace, including modes of behaviour, communication and interactions with others
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Promptly report and/or rectify any identified problems that may arise when monitoring and enhancing customer service excellence, in accordance with regulatory requirements and workplace procedures
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Implement contingency plans for unexpected events that may arise when monitoring and enhancing service excellence
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Apply precautions and required action to minimise, control or eliminate hazards that may exist during work activities
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Monitor and anticipate operational problems and hazards and take appropriate action
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Monitor work activities in terms of planned schedule
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Modify activities depending on differing operational contingencies and environments
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Work systematically with required attention to detail without injury to self or others, or damage to goods or equipment
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Adapt to differences in equipment and operating environment in accordance with standard operating procedures
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Select and use required personal protective equipment conforming to industry and OH&S standards
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Implement OH&S and security procedures according to relevant regulations
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Identify and correctly use equipment required when monitoring and enhancing customer service excellence
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