Customer Service Agent UAE National

Ras Al Khaimah International Airport; Ras Al Khaimah; On-site; AED 28,000 - 50,000; Full time

Job summary

Ras Al Khaimah International Airport is seeking a Customer Service Agent to greet passengers, guide them to services, and run the Information Centre around the clock. You will respond to enquiries in person and by phone with a focus on world-class passenger experience.

You will coordinate with Police, Immigration and other agencies, manage queues at processing zones, and assist VIP and special passengers, ensuring smooth terminal operations and accurate records.

Qualifications

• Ability to greet and assist passengers and guide them to the appropriate areas.
• Experience in managing information centres or customer touchpoints is a plus.
• Strong communication skills and professional demeanor.
• Willingness to work day/night shifts and adapt to roster changes.

Responsibilities

• Greet and welcome passengers and guide them to the appropriate areas.
• Manage the Information Centre of the Airport to deliver world class experience to passengers and stakeholders round the clock.
• Ensure instant and efficient response to passengers over telephones and in person.
• Coordinate with control agencies like Police, Immigration, Customs, and other stakeholders/service providers to ensure seamless passenger processing.
• Regulate the queue at various passenger processing zones of the airport and ensure efficient trolley management.
• Preparation of operational documents, documents filing and record update.
• Meet and assist for special passengers such as VIP, CIP, UM, INAD, DEPU, Wheelchairs, elderly passengers etc.

Skills

Customer service

Communication

Coordination

Problem solving

Teamwork

Shift flexibility

Grooming & professionalism

Tools

MS Word

MS Excel

Job description

Job Details

Position Title: Customer Service Agent

Reports to: Head of Quality & Customer Experience Division

Quality & Customer Experience Grade: N/A

Department: N/A

Location: Airport Operations

Financial

Nil

Process

• Greet and welcome passengers and guide them to the appropriate areas.
• Manage the Information Centre of the Airport to deliver world class experience to passengers and stakeholders round the clock.
• Ensure instant and efficient response to passengers over telephones and in person.
• Ensure upkeep of the Terminal Infrastructure and all passenger facilities in the Landside and Terminal Building.
• Coordinate with control agencies like Police, Immigration, Customs, and other stakeholders/service providers to ensure seamless passenger processing.
• Regulate the queue at various passenger processing zones of the airport and ensure efficient trolley management.
• Act upon the instructions of Supervisor based on their duty allocation.
• Preparation of operational documents, documents filing and record update.
• Ensure arrival hall preparation prior to flight arrival, manage que at immigration & customs and overall flow.
• Preparation, computing, & follow-up of Mishandled Baggage Report/Lost & Found on behalf of customer Airline.
• Meet and assist for special passengers such as VIP, CIP, UM, INAD, DEPU, Wheelchairs, elderly passengers etc.
• Updating FIDS information, monitor schedule changes & passengers flow in terminal.
• Attending VIP lounge and ensure arrangements and co-ordination for VIP lounge opening and closing.
• Dissemination of flight information to airport authorities (Custom, Police, Immigration)
• Assisting Shift Supervisor as per ops requirement and other official duties as instructed.
• Keep record of Passenger feedback/complaints and inform the Passenger Supervisor for necessary escalation.
• Incident or Accident reporting at Terminal and Landside
• Report directly to the Safety Department or an immediate supervisor.
• Submitting an Accident/ Incident Report.
• Support safety audits as and investigations as they occur.

Competencies

Behavioural Competencies Ability to learn things fast and implement them High Excellent customers services & communication skills High Focused, Organized, and Disciplined High Coordination, Presentation & Follow-up skills Medium Requires problems solving skills and Strong in-house employee relationship. High Takes Initiatives, responsibilities, and ownership High Team Player, Adaptable, Share Feedback, ideas, and suggestions Medium Flexible with Roster and duty hours (Day/Night Shifts) High Polite and Positive Attitude High Maintain Grooming, Punctuality and Compliance High Approachable, Positive attitude, Friendly, Patience and Quick Responder High Technical Competencies Computing skills in MS Word and MS Excel. Medium Presentation skill Medium Email drafting skill Medium Admin & Reporting skills High Document control & recording skill High

Requirements