Customer Service Assistant

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

Job summary

A leading ground services provider in Singapore is looking for a Customer Service Assistant I to provide top-notch support at check-in counters. The ideal candidate should demonstrate strong communication skills and be physically capable of assisting passengers with their baggage. Responsibilities include verifying passengers' identities, handling customer issues, and ensuring safety compliance during operations. A minimum of GCE 5 'N' levels is required, and prior customer service experience is preferred.

Qualifications

• Customer service experience preferred.

Responsibilities

• Service customers at the check-in counters.
• Verify passengers’ identities at the gates.
• Provide support to special needs customers.
• Monitor boarding gates for timely flight departures.
• Handle irregular flight operations effectively.

Skills

Customer service orientation

Good communication skills

Ability to handle special needs passengers

Physical strength for baggage assistance

Education

Minimum GCE 5 'N' levels

Job description

Customer Service Assistant I

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. The Customer Services Agent demonstrates professional behaviour when responding to passenger complaints and acts as a service ambassador for the organisation. He/She works in shifts to accommodate round-the-clock flight arrivals and departures. He/She is physically strong to assist passengers with lifting of their baggage. Furthermore, he/she is service-oriented, possesses good communication skills as well as handles passengers with special needs in an appropriate manner.

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