Customer Service Assistant

dnata Airport Services; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

An aviation services provider in Singapore is seeking a Customer Service Assistant I/II to assist customers at check-in counters, verify travel documents, and manage boarding procedures. The ideal candidate has customer service experience and must possess a minimum of GCE 5 'N' levels. The role requires adhering to safety standards while ensuring smooth operations during flights.

Qualifications

• Experience in providing quality customer service.
• Ability to handle customer issues effectively.

Responsibilities

• Assist customers at check-in counters.
• Verify passengers’ identities and travel documents.
• Lead boarding gates in coordination with flight activities.
• Monitor service requirements and report breaches of security.

Skills

Customer service experience

Education

Minimum GCE 5 'N' levels

Job description

Summary

Summary The Customer Service Assistant I/II provides assistance to customers at check-in counters. He/she ensures that passengers’ details match the information on travel documents and handles customer issues regarding flight operations and automated check-in systems. To maintain a safe working environment, he/she complies with all safety and/or security standards and reports safety and/or security breaches to officers and supervisors.

Duties And Responsibilities

• Provide quality customer services
• Service customers at the check-in counters
• Verify passengers’ identities at the gates
• Verify information on travel documents, passports and/or visas
• Provide support to special needs customers
• Handle customer issues regarding irregular flight operations
• Process customer documentation
• Handle customer issues regarding automated check-in systems

Uphold safety and/or security standards

• Interpret and follow individual safety and/or security standards in the workplace
• Identify and report breaches of safety and/or security standards in the workplace
• Perform any ad-hoc duties as assigned by the reporting manager or department head

Operations

• Leads and manages the boarding gates in coordination with turnaround aircraft activities to ensure the safe and timely departure of flights
• Monitors and ensures that the agreed service requirements for the respective airlines are effectively implemented, including boarding sequence and hand baggage collection
• Oversees activities at the boarding gate, ensuring accurate reconciliation of boarding passes with the manifest and passenger boarding figures, and provides “Boarding Complete?” clearance to the FIC/GD/TCO
• Implements airline-specific boarding procedures and announcements to ensure a smooth boarding process
• Updates flight details on gate screens to keep passengers informed and updated
• Communicates promptly with FIC/GD/TCO regarding passenger offloads or no-shows, ensuring that necessary arrangements (e.g., offloading baggage, updating load sheets) are carried out smoothly, safely, and efficiently
• Operates aircraft passenger loading bridges for both arriving and departing flights, adhering to safety and operational procedures to prevent any potential ground damage to the aircraft
• Reviews passenger boarding numbers to ensure accurate reconciliation with the manifest
• Maintains communication with the crew and airline representatives to keep all key stakeholders informed about important flight details
• Perform any ad-hoc duties as assigned by the reporting manager or department head

Requirements

• Minimum GCE 5 “N” levels and above
• Customer service experience preferred