Customer Service Agent

To deliver a high standard service and travel experience to the passengers at the designated area of work (such as Check-in, Boarding, Mishandled Baggage, and Special Handling) in a safe, efficient and timely manner in line with airline standards and International / Local regulations pertaining to safety, security and border controls.

Job Outline

Policies and Procedures:

• Follows all relevant customer service and airlines specific policies, processes, standard operating procedures and instructions so that work is carried out in line with regulations and SLAs.
• Follows day-to-day operations related to own job and be available on the assigned task in a timely manner.

Safety:

• Discusses safety concerns openly and reports them to the concerned Team Leader on shift.
• Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.

Customers:

• Processes passengers using customer handling systems in line with regulatory, dnata and SLAs including but not limited to, checking passengers tickets and passports, allocating seats, weighing luggage, adding excess charges and asking passengers security questions.
• Checks all equipment and check-in areas to ensure that they are functional to avoid any potential delays or disruption of the operation and ensures work area is presentable to customers.
• Checks the passengers baggage acceptance and ensures alignment with international / local / dangerous goods, safety and security regulations.
• Solves issues raised by passengers during check-in, boarding or transfer and ensures that unresolved issues are communicated to the Team Leader on shift.
• Meets designated passengers (unaccompanied minors, young passengers, wheelchair, elderly and passengers with special needs) and ensures that the required services and facilities are provided to meet any special requirements.

Baggage:

• Raises reports for mishandled baggage or property irregularity, updating systems regularly and responding to passenger queries.
• Manages mishandled baggage to ensure it is returned to customers, and organises baggage whilst in dnata care / left luggage store.

Special Handling:

• Coordinates the activities for the (buggy operators / wheelchair attendants) in line with the passenger requests to ensure timely passenger journey.

System Services:

• Enters the required information in the Departure Control System (DCS) to edit Passenger Name Lists, Additions / Deletion / Seat Occupied Message and related allocations.
• Controls flights through various DCS by assessing passenger load and amending levels for No Reservations, Staff Acceptance, Upgrades and Downgrades.

Qualifications:

• High School with a Certificate (12 years of schooling) OR Diploma in Business Administration.

Experience:

• High School with a certificate: 2-4 years of experience in customer services activities with at least 1 year in Airport Passenger Handling (Check-in and Boarding).
• Diploma Holder: 0-2 years of experience in customer services activities with at least 1 year in Airport Passenger Handling (Check-in and Boarding).

Knowledge and Skills:

• Proficient understanding of airlines customer service product (specific airport related requirements).
• Proficient understanding of the aviation terminology.
• Advanced understanding of the usage of Departure Control System.
• Basic understanding of ICAO Conditions of Carriage and Local / International regulations and IATA pertaining to passenger and baggage acceptance.
• Proficient IT and Computer Literacy.
• English Language Skills Level 5.
• Basic Safety Awareness Skills.
• Basic Planning and Organizing Skills.
• Proficient Communication Skills.
• Basic Customer Management Skills.
• Proficient knowledge of geography and countries.