Team Leader / Supervisor, iShopChangi

Core Responsibilities:

• Supervise and lead a team of CSOs in daily counter service and backroom operations.

o Assign duties and deploy the team to ensure adequate coverage across all counters in the terminals.

o Ensure CSOs comply with SOPs while performing orders/transactions and consistently deliver excellent customer service.

o Ensure proper handover/takeover between shifts and manage cash float at the counters.

• Be responsible for onboarding, training, coaching, and guiding new hires in accordance with established guidelines and SOPs.

• Oversee and manage inventory; perform regular stock takes of ISC inventories (alcohol, electronics etc.), verify accurate reporting and reconcile discrepancies.
• Promote and deliver the Changi Experience to enhance customers’ satisfaction.
• Handle customer complaints and operational issues within assigned work areas while on duty.
• Take responsibility for cleanliness, housekeeping and equipment maintenance at the counter and backroom.
• Perform CSO duties.

• Ensure proper documentation and reporting of operational activities.
• Perform any other duties as assigned by management.

Job Specifications (Qualifications/Experiences):

• Minimum “O” or “N” level with 3 credits, including English.
• At least 3 years experience in logistic/warehousing, customer service, or hospitality industry
• Proficient in using Microsoft Office and confident in using mobile technology.
• Ability to supervise, motivate, and guide a team of CSOs; team oriented and collaborative, able to lead by example, foster teamwork.
• Good communication and interpersonal skills.
• Customer-centric, able to demonstrate good service, and willing to go the extra mile.
• Ability to multi-task and solve problems effectively.
• Ability to walk across airport terminals and lift/carry inventory items as part of operations.
• Able to obtain an Airport Pass (Airside).