Passenger Services Agent

Vertali APAC Pty Ltd; City of Melbourne; On-site; AUD 34,440 - 48,216; Part time

Job summary

Dnata is looking for a Service Delivery Agent at Melbourne Airport, VIC. This part-time permanent role involves ensuring timely and professional passenger service. Responsibilities include assisting passengers, managing check-ins, and handling baggage up to 32kg. Candidates should have a minimum of 2 years in customer service and be able to work varied shifts. Proficiency in Mandarin, Cantonese, or Spanish is a plus. Must have the right to work in Australia and pass a security clearance.

Qualifications

• Minimum of 2 years’ experience in a customer service oriented role.
• Ability to handle baggage up to 32kg.
• Motivated to commit to varied shifts 24/7 including weekends.

Responsibilities

• Deliver high standard customer service for all client airlines.
• Carry out passenger check-in duties efficiently.
• Assist special needs passengers, including those in wheelchairs.

Skills

Customer service orientation

Ability to handle difficult situations

High level computer skills

Ability to assist special needs passengers

Job description

Overview

Melbourne Airport, VIC

The Service Delivery Agent is responsible for working in a team environment to ensure timely, efficient, professional and safe passenger service functions of check-ins for passenger handling and/or lead gate agent duties while ensuring all regulatory requirements are met. Also responsible for the efficient, safe and accurate adherence to the clients’ requirements during an aircraft turnaround and achieving required KPIs for our clients.

The position available is Permanent Part time.

Primary Duties and Responsibilities

• Deliver a high standard of customer service for all client airlines and ensure all customer service requirements are met in a timely, efficient and professional manner, at all times
• Carry out passenger check in duties and other duties commensurate with the passenger service for customer airlines In wheelchairs to and from aircrafts
• Assisting passengers
  • During disrupted or delayed services
  • That require special assistance
  • In wheelchairs to and from aircrafts
• Promote and maintain a positive company image (including grooming, behaviours and service)
• Follow direction during shift to achieve required timely aircraft scheduled departures (100% On Time Performance)
• Comply with dnata Standard Operating Procedures and Policies

Essential Criteria

• Ensure adherence to all company safety, policy, procedures and processes
• Minimum of 2 years’ experience in customer service oriented role
• Experience in dealing with difficult situations with clients; and dealing with high volume, personalised customer service
• Ability to handle baggage up to 32kg.
• Ability to assist special needs passengers (including pushing wheelchairs to assist passengers)
• Understands the importance of meeting Service Level Agreements (SLAs) whilst adhering to safety requirements
• Ability to work unsupervised at times and in a changing and fast paced team environment
• High level computer skills
• Motivated and capable of committing to rostered shifts spanning 24 hours / 7 days a week including morning, evenings and weekend

Highly Desirable

Fluent in the following languages:

• Mandarin
• Cantonese
• Spanish

Please note that employment with dnata Airport Services Pty. Limited is conditional upon a satisfactory security clearance (ASIC), a pre-employment medical/Drug & Alcohol test and full vaccination.

To be considered for this position applicants must have the right to work in Australia. Due to a high volume of applications, only shortlisted applicants will be contacted.