CUSTOMER SERVICE AGENT

Role overview

Passenger service and information

• Provide safe and efficient transport of airport guests within the terminal.
• Give passengers clear information about applicable rules and regulations and keep current with terminal changes affecting service.
• Provide detailed information about airport services such as lounges, gates, banks, post office, restaurants, and ATMs, as well as facilities such as toilets, information counters, and airline offices.
• Guide and assist passengers as needed, especially elderly passengers, people of determination, and children.

Coordination and operations

• Coordinate with airport representatives on passenger buggy transport for arrivals and departures.
• Coordinate with terminal stakeholders to assist passengers and resolve problems.
• Attend briefings and carry out handover procedures in line with agreed performance standards.
• Monitor and manage lift entrapment and panic alarm processes in line with ADA procedures where required.

Feedback, safety, and improvement

• Collect passenger feedback, suggestions, unusual questions, and special requests for continual improvement and contract reporting.
• Support and respond to passenger needs during emergencies.
• Report faults to the relevant departments and keep the client’s Team Leader advised.
• Report unattended items according to procedure and keep the CX Team Leader informed.
• Suggest improvements to customer service and work systems where relevant.

Role standards

• Follow ADA standards, policies, processes, and procedures.
• Attend briefings and carry out handovers in line with agreed standards of performance.