CUSTOMER SERVICE AGENT

DP World; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

DP World seeks a customer-focused team member to safely transport ADAC guests within the airport terminal and to provide accurate information on services and rules to passengers. You will attend briefings, maintain high service standards, and collaborate with stakeholders across the Midfield Terminal to resolve issues and improve operations.

The role requires proactive assistance to passengers, including the elderly and those with disabilities, and adherence to ADA SOPs, with a focus on

Responsibilities

• Safe and efficient transport of ADAC guests within the airport terminal.
• Provide clear and concise information to passengers on rules and regulations.
• Attend briefing sessions to maintain high standards and execute handover procedures.
• Suggest improvements to levels of customer service and related systems.
• Coordinate with airport representatives to assist with passenger buggy transport (arrival/departure).
• Understand and provide information about airport facilities and services to travelers.
• Assist passengers (elderly, people of determination, children) as needed.
• Monitor lift entrapment and panic alarm processes per ADA SOP.
• Collect on-the-spot feedback for continual improvement and reporting.

Job description

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 115,000 employees from 160 nationalities, spanning 78 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future.

We’re rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimizing disruptions from the factory floor to the customer’s door.

DP World is on a mission to transcend boundaries and bridge the gap between all nations and cultures – not just in what we do but also in how we behave.

We are dedicated to creating a culture where everyone feels respected, supported, and empowered to reach their full potential. We believe that embracing inclusion and diversity, drives innovation and growth and helps us connect people, businesses, and societies. Free minds and different perspectives are changing our world, and together we can change what’s possible.

WE MAKE TRADE FLOW

TO CHANGE WHAT'S POSSIBLE FOR EVERYONE.

Job Description

• Safe and efficient transport of ADAC guests within the airport terminal.
• Ensure all relevant information is readily available and remain abreast of all changes within Midfield Terminal that may affect the quality of customer service delivery.
• Provide clear and concise information to the airports’ passengers with regards to appropriate rules and regulations.
• Attend briefing sessions, conducted by superiors to maintain high standards at all times and carry out handover procedures in line with agreed standards of performance.
• Where relevant, suggest improvements to levels of customer service delivery and other systems of work to improve the quality of service to all customers.
• Coordinate with other airport representatives to provide assistance related with passenger's buggy transport service - arrival/departure
• Coordinate with Midfield Terminal stakeholder employees to extend assistance and solve customer's problems if any.
• Understand and provide complete/detailed information relating to the services available in the airport i.e. lounges, gates, banks, post office, restaurants, ATM machines, etc.
• Understand and provide information about airport facilities (i.e. toilets, information counters, airline office, etc.) to travelling passengers.
• Provide assistance and guidance to passengers as and when necessary (especially elderly / people of determination / children).
• Monitors and manages the Internal lift entrapment and panic alarm process in line with ADA SOP (where required).
• Collect and use ‘on-the-spot’ passenger feedback, suggestions, recommendations, unusual questions, special request in support of continual improvement and contract reporting purposes.
• Support and respond to passengers needs in the event of an emergency arising.
• Ensure adherence to ADA standards, policies, processes and procedures.
• Reporting faults to the concerned departments for rectification and keeping the client's Team Leader advised.
• Report unattended items to ADA and according to SOP, keeping the CX Team Leader informed.

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, race, religion or belief.

By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualification for this or other job vacancies.