We are the national airline of the Republic of Serbia. We are one of the oldest airlines in Europe with a history that dates back to 1927. In October 2013 we rebranded and became Air SERBIA, as part of an investment deal between the Government of Serbia and Etihad Airways, the national airline of the United Arab Emirates.

Passenger Service Controller

Air Serbia Ground Services

JOB SCOPE  

• Analyses data after the end of the shift to identify positive and negative service trends and promote new ideas and business practices to serve the passengers, company and airport, and consequently makes recommendations
• Encourages high performance levels, achievement of goals and quality of services through well-defined measures of service quality
• Makes sure that the employees have the necessary tools and guidelines to provide high quality service
• Responsible for the initiation of various projects providing good preparedness of HUB for the audits performed by different entities
• Ensures updates of ASL manuals/procedures
• Checks routine procedure/tasks in terms of service, assesses the required skills of passenger service teams relative to the expected performance levels, takes care of maintenance of strengths and proposes ways for the promotion of efficacy of employees to achieve the excellent passenger experience, OTP and key performance indicators of the sector
• Guides and develops Passenger Service Team to use the Service Level Agreements (SLA) with the partners
• In charge of and responsible for enabling the overall passenger experience, including all key performance indicators in terms of operation and service provision
• In case of ground handling, performs the contracted services of aircraft handling
• Passenger Service Controller will implement strategies to provide consistent enabling of excellent passenger experience
• Monitors, analyses and provides feedback to the airport service manager about the success and areas needing improvement, including ensuring that the resource levels meet the product delivery requirements
• Obliged to draft daily and weekly reports for the management

MINIMUM CRITERIA AND QUALIFICATIONS

• High school degree (IV)
• Minimum 2 years of work experience
• Computer skills (Word, Excel, PowerPoint, Internet)
• English language – intermediate level

RECRUITMENT PROCESS 

As a fast growing, dynamic company we are always looking for the best people to join us in building a great airline. If you share our commitment to delivering service excellence while demonstrating accountability and integrity and you are ready to embrace this opportunity, don’t hesitate to apply now on our website. 

Only shortlisted candidates who meet all the above mentioned criteria will be contacted. 

We look forward to meeting you soon.

Good luck!