CUSTOMER SERVICE AGENT
Role Overview
• 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 passenger's buggy transport service - arrival/departure
• Coordinate with Midfield Terminal stakeholder employees to extend assistance and solve customer's 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 client's Team Leader advised.
• Report unattended items to ADA and according to SOP, keeping the CX Team Leader informed.
Key Skills for This Role
Full Job Posting
Passenger service and terminal support
- Transport airport guests safely and efficiently within the terminal.
- Keep relevant information available and stay informed about terminal changes that may affect customer service.
- Provide clear information about airport rules and regulations, services, and facilities, including lounges, gates, banks, post offices, restaurants, ATMs, toilets, information counters, and airline offices.
- Assist and guide passengers as needed, especially elderly passengers, people of determination, and children.
- Coordinate with airport representatives on passenger buggy transport for arrivals and departures, and with terminal stakeholders to help resolve passenger problems.
Procedures, emergencies, and reporting
- Attend briefings and complete handovers in line with agreed standards; follow airport standards, policies, processes, and procedures.
- Monitor and manage lift-entrapment and panic-alarm processes according to procedure when required, and respond to passenger needs in emergencies.
- Report faults to the relevant departments and keep the client's team leader informed.
- Report unattended items according to procedure and keep the customer-experience team leader informed.
Feedback and service improvement
- Collect on-the-spot passenger feedback, suggestions, unusual questions, and special requests for continuous improvement and contract reporting.
- Suggest improvements to customer service and other work systems where relevant.
Requirements
- Provide clear and concise information to airport passengers about applicable rules and regulations.
- Follow airport service standards, policies, processes, procedures, handover practices, and briefing guidance.
- Provide assistance and guidance to passengers when needed, including elderly passengers, people of determination, and children.
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