Senior Airport Services Agent - Jeddah

Emirates; Jeddah; On-site; SAR 30,000 - 50,000; Full time

Job summary

A leading company in the airline industry seeks dedicated professionals for their airport operations team. Candidates should have substantial experience in passenger handling, demonstrated customer service skills, and familiarity with departure control systems. Join a vibrant team focused on ensuring the utmost customer satisfaction during check-in and boarding processes.

Qualifications

• Minimum of 3 years airline industry experience, especially at outstations.
• Fluent in spoken and written English and the local language.
• Knowledge of check-in procedures and customer service delivery.

Responsibilities

• Identify and meet standard and special service requirements at check-in.
• Guide team to maintain high customer service levels and assist with departures.
• Monitor check-in queues and assist with excess baggage and delays.

Skills

Customer Service

Airline Operations

Communication

Education

O Level or equivalent

Completed recognized professional training in Customer Service

Tools

Departure Control System

Computerized Reservation System

Microsoft Office

Job description

Job Purpose

To provide a quality service to customers regarding check-in, boarding, special services, baggage services, ticket desk, and Emirates Lounge, in accordance with the company's commercial, safety, and security policies, standards, and procedures. Ensure all operational criteria are completed within specified time frames as per applicable procedures.

Job Accountabilities Linked To Objective Areas

1. Identify and meet the standard and special service requirements of customers at check-in, transfer desk, special services, and boarding gates by adhering to set service standards and procedures, ensuring friendly and efficient customer handling.
2. Follow internal operating boarding procedures, including adhering to boarding priorities, announcements, hand baggage removal, staff briefings, and ensuring stationary/equipment availability before flights. Post-flight, ensure flight coupon reconciliation and headcount confirmation to facilitate smooth and on-time departures, achieving Emirates standards and customer satisfaction.
3. Guide and advise team members to uphold high customer service levels and assist in ensuring the safe and punctual departure of Emirates flights.
4. Liaise with and monitor the Emirates Chauffeur drive service on arrival and departure, ensuring eligible customers receive this service and assistance is provided to those requiring it.
5. Oversee baggage arrival, ensuring priority bags are first on the carousel. Assist customers with missing or damaged bags, referring them to Emirates GHA for paperwork and follow-up, especially for Premium customers.
6. Monitor check-in queues, prioritizing Premium cardholders. Assist with excess baggage, visa issues, delays, disruptions, and denied boarding, including implementing the 'Options' scheme.
7. Assist with pre- and post-flight documentation, complete station statistics, and ensure safety instructions are followed. Report any damages or issues promptly.
8. Cover for the check-in supervisor, prepare flight briefs, and ensure operational areas are staffed and informed to maintain high customer service standards.
9. Support and cover the Emirates Ticket Desk, handling ticketing, reservations, and promoting Emirates products to maximize revenue. Issue tickets, amend reservations, and perform related duties, including banking and daily sales reporting.
10. Support lounge duties as required, liaising with service providers and supervising contracted staff to meet service standards.

Qualifications

Experience

• Experience in Airport Operations and Passenger Handling.

Knowledge/Skills

• Minimum O Level or equivalent.
• Completed recognized professional training in Customer Service, Ground Operations, Reservations, Fares & Ticketing.
• At least 3 years of airline industry experience, especially at outstations.
• Knowledge of Departure Control System and Computerized Reservation System.
• Understanding of check-in procedures and customer service delivery.
• Fluent in spoken and written English and the local language.
• Proficient in Microsoft Office applications.

Must have the right to live and work in KSA.

Salary & Benefits

Competitive salary.