Guest Services Agent

Etihad Careers; United Arab Emirates; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading company in the aviation sector is seeking a Customer Service Agent to enhance customer satisfaction at the airport. The role involves handling inquiries, providing support, and ensuring compliance with safety procedures. Candidates must have a diploma or bachelor's degree and at least 2 years of relevant experience.

Qualifications

• Minimum Diploma or Bachelor's degree required.
• At least 2 years of experience in a similar role.

Responsibilities

• Receive and process customer requests and inquiries, ensuring smooth airport operations.
• Perform guest/baggage handling, check-in, and boarding operations.
• Collaborate with handling agents for timely service delivery.

Skills

Customer Service

Complaint Resolution

Communication

Team Collaboration

Problem Solving

Education

Diploma or Bachelor's degree

Job description

Bachelor of Hotel Management (Hotel Management)

Nationality

Any Nationality

Vacancy

1 Vacancy

Job Description

Experience

1 to 3 years

Responsibilities

• Receive and process customer requests and inquiries, address complaints, and provide excellent customer service to enhance customer satisfaction and ensure smooth airport operations.
• Perform various airport services including guest/baggage handling, check-in, boarding operations, and screening of tickets and boarding passes to ensure quality and safety standards.
• Collaborate with handling agents to support handling operations, ensuring timely and high-quality service delivery.
• Assist customers with connecting flights by providing complete and timely information.
• Liaise with cabin crew to ensure boarding operations are executed on time and according to safety procedures.
• Conduct initial security screenings to monitor airport access.
• Respond to daily inquiries related to services, providing support to internal and external customers.
• Analyze and resolve complaints effectively.
• Support customers across a range of services, following established policies and procedures.
• Coordinate and escalate complex inquiries to appropriate teams for support.
• Work with supervisors to improve activity execution.
• Track major customer complaints and report key issues.
• Interact with internal teams to ensure consistent customer service.
• Provide dedicated customer support in compliance with policies to ensure safety and risk mitigation.
• Identify areas for service and operational improvement.
• Perform assigned and emerging activities to maintain standards and high customer service levels.

Education & Experience

• Minimum Diploma or Bachelor's degree.
• At least 2 years of experience in a similar role.

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