Customer Support Agent (Fixed Term Employment)
Manica Group Namibia (Pty) Ltd
Walvis Bay, Namibia
Contract
Posted 06 March 2026
- Closing Date 19 March 2026
Job Details
Job Description
Primary Purpose:
To provide efficient and professional customer support by assisting passengers and coordinating ground handling services to ensure safe, smooth, and timely flight operations.
Key Performance Areas: Key Responsibilities / Key Duties / Key Deliverables
Service Delivery & Execution - Passenger Handling & Check-In: Preflight checks, enquiries, eligibility, seat allocation, document verification, baggage tagging, boarding passes.
- Post Check-In: Flight updates, gate assignments, delays, operational communication.
- Boarding & Arrivals: Gate preparation, announcements, verifying boarding passes, directing passengers.
- Special Assistance: Wheelchair assistance, UM, elderly, VIP, escorting through security and immigration.
- Baggage & Ramp Duties: Weighing, tagging, carry-on support, sky-check, ramp coordination.
- Customer Service: Handling enquiries, complaints, delays, lost baggage, rebooking during IROPS.
- Private & Cargo Flights Handling: VIP handling, documentation, loading/offloading.
- Safety & Security Compliance: Adhering to NAC, ICAO, airline policies, emergency protocols.
- Reporting & Documentation: Incident reports, checklists, discrepancies, audit logs.
- Quality & Safety: Toolbox talks, safety meetings, quality checks, first aid & fire rep duties.
- ISO & SHEQ Audits: Participation in audits, CAPA follow-ups, aligning procedures with regulations.
- Decision & Authority Limits: Escalations for delays, excess baggage, late pax, MEDA approvals.
System Administration & Analytics
- Operational System Updates: Smartsheet updates, Airlink invoicing sheets, handling requests.
- Financial & Sales Systems: Proforma invoicing, PO creation, bank comments, month-end reports.
- Analytics & Reporting: Monthly passenger, cargo and operational stats compilation.
- Procurement Systems: Office supply procurement, reviewing POs, reconciling invoices.
- Archiving: Filing, scanning, preparing boxes for archive storage.
People Advocacy & Employee Experience
- Team Collaboration: Daily coordination with colleagues, assisting during peak and emergencies.
- Stakeholder Engagement: Working with Finance, Operations, Security, vendors and service providers.
- Passenger Experience: Handling complaints, improving service delivery, ensuring comfort and safety.
Capability Building
- Training & Development: Identifying training needs, induction scheduling, safety refreshers.
- Team Leadership: Briefings, duty allocation, coaching, completing special passenger reports.
- Continuous Improvement: Reviewing SOPs, supporting Quality Officer, improving operational competency.
Highest Education:
- NQF Level 3 Qualification – NSSCO (Ordinary Level).
- NQF Level 4 or Level 5 qualification with a focus in Travel and Tourism, will be an added advantage
- 2 Years basic aviation experience.
- 5 Year working experience in the aviation industry and/or as a CSA // PHA.
Other Requirements:
- Valid Manual Transmission Driver’s License
- Microsoft Office Proficiency
- Systems Exposure: Acumatica
- Good knowledge & understanding of OHSE systems and the requirements
- Relevant aviation or airline operations training/ certifications required.
