Customer Service Agent

Job Description

Brief Description and Key Accountabilities:

The individual will extensively communicate with passengers, airport users, airlines and other stakeholders to ensure the excellent delivery of customer service and buggy transport service. This individual will also interact with Clients Customer Service Team Leader and other staff in their section and department to build and maintain effective working relationships and maintain high standards and quality of work.

This individual will work mostly in an air-conditioned environment, which will be occupied 24 hours by airport users. During peak times of the day, work will be demanding as a high volume of passenger flow will be seen during these peak times. This individual will not be stationed at a desk during their working shift but will be mobile, moving around the terminal assisting passengers.

The role will be required to work on a rotating shift basis, typical on 12-hour shift pattern 4 days on, 2 days off.

Key Responsibilities

• Safe and efficient transport of ADAC guests within the airport terminal
• Ensure all relevant information is readily available and remain abreast of all changes within Midfield Terminal that may affect the quality of customer service delivery
• Provide clear and concise information to the airports’ passengers with regards to appropriate rules and regulations.
• Attend briefing sessions, conducted by superiors to maintain high standards at all times and carry out handover procedures in line with agreed standards of performance.
• Where relevant, suggest improvements to levels of customer service delivery and other systems of work to improve the quality of service to all customers.
• Coordinate with other airport representatives to provide assistance related with passengers buggy transport service - arrival/departure
• Coordinate with Midfield Terminal stakeholder employees to extend assistance and solve customers problems if any.
• Understand and provide complete/detailed information relating to the services available in the airport i.e. lounges, gates, banks, post office, restaurants, ATM machines, etc.
• Understand and provide information about airport facilities (i.e. toilets, information counters, airline office, etc.) to travelling passengers.
• Provide assistance and guidance to passengers as and when necessary (especially elderly / people of determination / children).
• Monitors and manages the Internal lift entrapment and panic alarm process in line with ADA SOP (where required).
• Collect and use ‘on-the-spot’ passenger feedback, suggestions, recommendations, unusual questions, special request in support of continual improvement and contract reporting purposes.
• Support and respond to passengers needs in the event of an emergency arising.
• Ensure adherence to ADA standards, policies, processes and procedures.
• Reporting faults to the concerned departments for rectification and keeping the Clients Customer Service Team Leader advised.
• Report unattended items to ADA and according to SOP, keeping the CX Team Leader informed.