Customer Service Agent

Oversee Information desk task and duties efficiently at the Airport, ensuring a seamless passenger experience through efficient communication, coordination with stakeholders, resolution to customer grievances and effective management of facilities. Ensure the smooth functioning of Terminal Infrastructure and passenger facilities, coordinating with control agencies and regulating passenger processing queues, VIP/CIP facilitation and Lost & Found functions.

Area of Contribution

Key Activities

Financial Nil

Process

• Greet and welcome passengers and guide them to the appropriate areas.
• Manage the Information Centre of the Airport to deliver world class experience to passengers and stakeholders round the clock.
• Ensure instant and efficient response to passengers over telephones and in person.
• Ensure upkeep of the Terminal Infrastructure and all passenger facilities in the Landside and Terminal Building.
• Coordinate with control agencies like Police, Immigration, Customs, and other stakeholders/service providers to ensure seamless passenger processing.
• Regulate the queue at various passenger processing zones of the airport and ensure efficient trolley management.
• Act upon the instructions of Supervisor based on their duty allocation.
• Preparation of operational documents, documents filing and record update.
• Ensure arrival hall preparation prior to flight arrival, manage que at immigration & customs and overall flow.
• Preparation, computing, & follow-up of Mishandled Baggage Report/Lost & Found on behalf of customer Airline.
• Meet and assist for special passengers such as VIP, CIP, UM, INAD, DEPU, Wheelchairs, elderly passengers etc.
• Updating FIDS information, monitor schedule changes & passengers flow in terminal.
• Attending VIP lounge and ensure arrangements and co-ordination for VIP lounge opening and closing.
• Dissemination of flight information to airport authorities (Custom, Police, Immigration)
• Assisting Shift Supervisor as per ops requirement and other official duties as instructed.
• Keep record of Passenger feedback/complaints and inform the Passenger Supervisor for necessary escalation.
• Incident or Accident reporting at Terminal and Landside
• Report directly to the Safety Department or an immediate supervisor.
• Submitting an Accident/ Incident Report.
• Support safety audits as and investigations as they occur.

Competencies

Level of Proficiency

Behavioural Competencies

• Ability to learn things fast and implement them High
• Excellent customers services & communication skills High
• Focused, Organized, and Disciplined High
• Coordination, Presentation & Follow-up skills Medium
• Requires problems solving skills and Strong in-house employee relationship. High
• Takes Initiatives, responsibilities, and ownership High
• Team Player, Adaptable, Share Feedback, ideas, and suggestions Medium
• Flexible with Roster and duty hours (Day/Night Shifts) High
• Polite and Positive Attitude High
• Maintain Grooming, Punctuality and Compliance High
• Approachable, Positive attitude, Friendly, Patience and Quick Responder High

Technical Competencies

• Computing skills in MS Word and MS Excel. Medium
• Presentation skill Medium
• Email drafting skill Medium
• Admin & Reporting skills High
• Document control & recording skill High

Desired Candidate Profile

Competencies

Level of Proficiency

Behavioural Competencies

• Ability to learn things fast and implement them High
• Excellent customers services & communication skills High
• Focused, Organized, and Disciplined High
• Coordination, Presentation & Follow-up skills Medium
• Requires problems solving skills and Strong in-house employee relationship. High
• Takes Initiatives, responsibilities, and ownership High
• Team Player, Adaptable, Share Feedback, ideas, and suggestions Medium
• Flexible with Roster and duty hours (Day/Night Shifts) High
• Polite and Positive Attitude High
• Maintain Grooming, Punctuality and Compliance High
• Approachable, Positive attitude, Friendly, Patience and Quick Responder High

Technical Competencies

• Computing skills in MS Word and MS Excel. Medium
• Presentation skill Medium
• Email drafting skill Medium
• Admin & Reporting skills High
• Document control & recording skill High