Aviation Associate –Customer Service

KEY ACCOUNTABILITIES (not all-inclusive, within delegated authority)
• Support processing and managing routine administrative in various functional areas.
• Assisting booking team in passengers’ reservation and flight manifests.
• Ensure that only passengers authorized by the Heads of Organizations that are registered with UNHAS and/or by members of the UNHAS
board and/or the Chief Air Transport Officer(CATO) are approved for travel.
• Post and broadcast the approved schedule for the information of all passengers including the availability of seats.
• Publish/prepare the circulars of the new schedule/price list and new destinations after the approval from Chief Air Transport Officer (CATO).
• Publish the UNHAS SAOP (policies/procedures) to the customers/clients.
• Identify the customers’ problems with UNHAS and respond to the passengers’ queries and complaints. focused on customer care and
service.
• Communicating verbally and in writing in the English language and produce accurate and concise technical reports (monthly, quarterly, and
ad hoc reports).
• Prepare and collaborate in the production of reports including the production of forms, tables and charts providing details on the area of
activity.
• Maintaining/recording and processing the agencies application and submitting to Chief Air Transport Officer (CATO) for his approval.
• Maintaining/recording and updating the UNHAS approved agencies list.
• Communicating/coordinating with UNHAS field/regional offices with regards to established practices/rules and regulations compliances.
• Disseminating flights/schedule and update among UNHAS user group/clients.
• Providing relevant training and briefing to the organization’s focal points regarding UNHAS booking policy and procedures.
• Providing training for the users in the online booking system
Vacancy Announcement No: JR121146
Job Title: Aviation Associate –Customer Service
Contract Type/Grade: Fixed Term, G6
Duty Station: Mogadishu
Contract Duration: 12 Months (Renewable)
Date of Issue: March 12, 2026, | Closing Date: March 25, 2026
Join Us and Make a Difference!
• Organize meetings with customers (User Group), maintain and establish close contacts with customers on regular basis.
• Supporting the head of units for conducting passengers and heads of organization surveys and preparing analysis reports.
• Receive feedback by conducting customer surveys regarding operation (before, during and after the flights) and identify/explore any special
needs and services for customers.
• Ask the customers to fill in a post complaint and/or remark feedback form to be filled with the complaint in the log (Keep record of all
complaints and/or remarks from the customer feedback).
• Follow up on solving problems and/or complaints within (72 hours), during which keep the customers updated with the current situation
even if there is no coherent answer.
• And any other tasks given by the immediate supervisor and Chief Air Transport Officer when and where deemed necessary.

QUALIFICATIONS, EXPERIENCE AND SKILLS REQUIRED
Education: Completion of secondary school education OR University degree (Diploma/Bachelor) in flight dispatch, aeronautical engineering,
Air Operations, Air management, or other related fields.
Experience: At least six (6) years of experience with a secondary school certificate OR University degree (Diploma/Bachelor’s) with a minimum
of two (2) or more years of experience in aviation-related fields, handling end to end flight processes, and interpreting and applying operational
flight plans.
Languages: Fluent knowledge of English and Somali language.
Knowledge and Skills Required:
• Strong knowledge of aviation operations and field practices.
• Skilled in effective communication within operational and team environments.
• Experienced in organizing meetings and providing facilitation during discussions.
• Capable of maintaining strong public relations in aviation settings.
• Proficient in dispatching flights from uncontrolled airfields.
• Strong ability to interpret aviation rules, standards, and operating procedures.
• Excellent at communicating operational requirements clearly and effectively

This position is open to qualified Somali national candidates only. Female candidates are highly encouraged to apply. WFP Somalia offers
female friendly spaces in the workplace.
Interested and qualified candidates are requested to submit online applications through Workday using the link
below:
• Internal Applicants: Click here!
• External Applicants: Click here!
Applications that do not meet the above requirements will be disregarded. Only shortlisted candidates will be
contacted.
WFP seeks applicants of the highest integrity and professionalism who share our humanitarian principles. WFP is
an equal opportunity employer, and we are committed to promoting diversity and gender balance.
Selection of candidates is made on a competitive basis.
WFP does not charge any application fees to candidates.