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CUSTOMER SERVICE AGENT

DP World
Dubai, UAE
Full-time
Onsite
Discovered 2 days ago
Customer servicePassenger assistanceAirport facilities and servicesPassenger buggy transportEmergency responseIncident and fault reporting

Full Job Posting

Passenger service and terminal support

  • Transport airport guests safely and efficiently within the terminal.
  • Stay informed about terminal changes that could affect service quality and clearly explain relevant rules and regulations to passengers.
  • Attend briefings, complete handovers, and suggest service or work-system improvements where relevant.
  • Coordinate passenger buggy transport for arrivals and departures with airport representatives.
  • Coordinate with terminal stakeholders to assist passengers and resolve problems.
  • Explain airport services and facilities, including lounges, gates, banks, restaurants, ATMs, toilets, and information counters.
  • Assist and guide passengers as needed, especially elderly people, people of determination, and children.
  • Monitor lift entrapment and panic alarm processes in line with ADA SOPs where required.
  • Collect passenger feedback, suggestions, unusual questions, and special requests for improvement and contract reporting.
  • Support passengers during emergencies.
  • Report faults to relevant departments and keep the client’s Team Leader informed.
  • Report unattended items according to SOP and keep the CX Team Leader informed.

Role expectations

  • Understand airport services and facilities well enough to provide passengers with complete and detailed information.
  • Follow ADA standards, policies, processes, procedures, and applicable SOPs.

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