Passenger Service Agent at
4 days ago
SUMMARY
The successful candidate will be responsible for ensuring that operational excellence is delivered without compromising on quality, safety and service delivery.
MAIN RESPONSIBILITIES
Check in
Prepare and clear check in counters pre and post flight with appropriate stationery and signage.
Provide a welcome service to our passengers at check in, and at other customer service touch points and to assist in providing a pleasant customer experience.
Verification of travel documentation and check in of departing passengers as per standard operating procedures.Assist customers during flight irregularities i.e. delays, cancellations or diverted flights, coordinating communication with affected passengers to ensure passenger experience remains positive.
Maintain excellent customer service standards at all times.
Provide relevant information to customer queries and provide solutions to issues which may impact the customer's experience.
Document Verification
Ensure document verification is carried out professionally to eliminate illegal travel, human trafficking and forgeries (counterfeit documents, imposters and basic errors) · Undertake various training elements, as provided for by the organization, to ensure the required continuous learning & upskilling is maintained.
Constantly monitor new changes in travel requirements, as applicable to document verification, and implement applicable ones in a timely manner.
Handling BaggageChecking and weighing passenger baggage, charging appropriate baggage fees and questioning passengers regarding their baggage items as per airline requirements.
Gate ServiceCounterchecking boarding pass, making announcements, ensuring that passengers are boarded efficiently.
Flight Control Operations · Prepare all documentation in compliance with IATA and airline requirements.
Ensure appropriate flight documentation is completed and filed.
Flight setup and close out. · Compiling and submission of post flight messages.
Completing airline-required gate operations for departing and arriving flights.
Provide flight editing function to ensure that any required service requests are applied to individual passengers.
Assist customers resolve any booking irregularities to ensure passenger experience remains positive.
REQUIREMENTS
Diploma in Business Related Course/ Certificate in Airport Operations/ Customer Service
Computer Literate
Customer Service Oriented
Integrity
Interpersonal sensitivity
Good communication skills
Good judgement/observation/investigative skills
Attention to detail
In possession of a valid police clearance certificate (issued within the last 12 months) or ready to apply for the same as required for successful engagement.
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