Customer Service Officer (Full-Time)

Locations: Accra | Kumasi | Tamale | Sunyani | Takoradi | Wa
Company: PassionAir
Employment Type: Full-Time
Application Deadline: 17 April 2026

Company Profile

PassionAir is a leading domestic airline dedicated to providing safe, reliable, and customer-focused air travel across Ghana. We create meaningful travel experiences by placing our passengers at the heart of everything we do and fostering a culture of excellence, teamwork, and care.

Role Purpose

As a Customer Service Officer, you will create a welcoming, professional, and supportive environment for passengers at every stage of their journey. You will deliver exceptional service, resolve concerns proactively, and ensure each interaction reflects our commitment to excellence.

Key Responsibilities

• Deliver warm, respectful, and culturally sensitive service at all passenger touch points within the assigned station.
• Listen actively and respond with empathy, patience, and professionalism, especially in high-pressure situations.
• Ensure every passenger interaction aligns with established customer service standards.
• Anticipate passenger needs and resolve issues proactively before escalation.
• Take full ownership of customer concerns from first contact through to resolution.
• Act promptly and confidently within authority limits to deliver effective solutions.
• Manage passenger expectations and emotions professionally during delays or service disruptions.
• Collaborate with Ground Operations teams to ensure seamless handling of passengers, particularly during disruptions.
• Communicate clearly, confidently, and professionally with passengers and internal stakeholders.
• Prepare and submit accurate weekly and monthly customer service performance reports.

Preferred Skills and Competencies

• Demonstrate strong emotional intelligence, empathy, and cultural awareness.
• Apply effective problem-solving and conflict resolution skills.
• Communicate fluently in spoken and written English, with proficiency in at least one local language.
• Remain calm, composed, and professional under pressure.
• Manage multiple tasks efficiently, prioritize effectively, and meet deadlines independently.

Minimum Qualifications & Experience

• Bachelor’s Degree in a relevant discipline.
• Minimum of five (5) years’ experience in a customer service-related role.
• Previous experience in airline or airport customer service is required.
• Demonstrate knowledge of airport operations, including gate and ramp procedures.

Work Environment

• Work flexible shifts, including weekends and public holidays.
• Operate in an airport-based environment using computer systems and operational tools.
• Adapt to varying airport ramp conditions, including weather exposure and noise levels.

How to Apply

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