BERBERA INTERNATIONAL AIRPORT COMPANY (BIAC)

Customer Service (4 positions)

Reports to Supervisor
Job station Berbera City – Somaliland
Contract 1 year
Who can apply Somaliland nationals only (priority will be given to qualified candidates
from Berbera/Sahil region)
Closing date 24 August 2021

Job Summary

• To provide a high quality service to all passengers at the designated area (check-in, boarding gates,
Arrivals, Cargo and at Aircraft side) that is consistent with BIAC high service standards. The timely
and efficient service provided should be in accordance to the agreed Standard Operating
Procedures as well as safety and security standards set by International Civil Aviation Organization
(ICAO)and Local Airpot Authorities.

• To monitor, facilitate and report on the ground handling activities of the assigned flight and
ensure timely provision of services in line with precision time schedule. Pro-actively escalate any
issues that will impact safe, on time departure to the Duty Controller. Provide necessary
documentation to the airline crew (Passenger/Cargo Manifest). Play an active role during the turn
around process and assist with Ramp Handling activities as required. Be the face of BIAC with the
customer airlines by providing excellent customer service.

Responsibilities

1. Display excellent customer service skills, teamwork and understanding to achieve customer
satisfaction.
2. Strive as part of a dedicated team to avoid complaints and earn compliments.
3. Ensure excellent discipline and grooming standards are displayed at all times while on duty.
4. Ensure all equipment used at the designated work location is in good working order and report
if any fault to the Duty Controller.
5. Ensure that the system integrity (where applicable) while using workstations is maintained by
always observing recommended best practices on passwords etc.
6. Must always be thorough whilst checking passenger documents like visa, ticket, passport etc to
avoid any error.
7. Ensures all passengers are check-in as per the provided Manifest and forward the same to the
Duty Controller upon finalization.
8. Report any irregularity or service shortfall to the Duty Controller to enable service recovery and
appropriate corrective action to be taken.
9. Attend to passengers and raise reports for mishandled baggage or property irregularity, update
systems regularly and respond to passenger queries.
 10. Ensure that left behind baggage or baggage receive for transfer are dispatched to the stations
concerned as per the airlines and security procedure.
11. Ensure that the delivery of claimed baggage is done against proper documents and as per the
airline contracts.
12. Arrival: Ensure a seamless experience for the customer upon arrivals including safe and efficient
handling of baggage and cargo.
13. Departure: Ensures a seamless customer journey upon departures and safe efficient handling of
baggage and cargo.
14. Coordinates with passengers’ services for final passenger figures, boarding clearance and
ensures VIP passengers are boarded.
15. Coordinates with the Bus Driver for the Boarding Over Slip.
16. On flight arrival ensure Cargo segregation from passenger baggage and dispatched to the Cargo
Wearhouse.
17. Ensure arrival cargo manifest is generated by recording the cargo details (by weighing the
cargo).
18. Ensure to forward the Cargo Manifest to BIAC for collection of handling charges.

Requirements
• Minimum bachelor’s degree in aviation management, business management, marketing
management or equivalent.
• Minimum 2 years of experience in customer related jobs.
• Excellent communication skills with good command over written and spoken English.
• Excellent computer skills with proficiency in MS Office packages.
• Work shift Duties

How to Apply
Please send your cover letter, copy of your Somaliland national ID, CV and credentials to
careers@tisbviltd.com and copy to careers@sLmesaf.com. Only shortlisted candidates will be contacted.