Customer Service Agent - Ground (Aviation)
Closing date: 31/12/2024
Doha,Qatar
As a Customer Service Agent in an airport facility, you'll be responsible for providing excellent service to passengers and ensuring smooth ground operations at the airport. Leveraging your experience, you'll assist passengers with check-in, baggage handling, and boarding processes, addressing inquiries, and resolving issues promptly. Your dedication to customer satisfaction and efficiency will contribute to a positive travel experience for passengers and the success of the airline.
Job Responsibilities:
Greet passengers at check-in counters, assist with ticketing, and process boarding passes and baggage tags efficiently and accurately.
Handle passenger inquiries and requests related to flight schedules, reservations, baggage allowances, and airport facilities, providing clear and helpful information.
Assist passengers with special needs, including unaccompanied minors, elderly passengers, and passengers with disabilities, ensuring their comfort and safety throughout the travel process.
Coordinate with airline staff, ground handlers, and security personnel to ensure smooth passenger flow through airport terminals, departure gates, and boarding areas.
Monitor flight status updates, gate changes, and boarding announcements, and communicate relevant information to passengers in a timely manner.
Manage passenger queues and crowd control measures to maintain order and efficiency at check-in counters, security checkpoints, and boarding gates.
Process excess baggage fees, upgrade requests, and other ancillary services, adhering to airline policies and procedures.
Handle customer complaints and escalations with professionalism and diplomacy, striving to resolve issues to the satisfaction of passengers and the airline.
Conduct pre-flight checks and safety briefings as required, ensuring compliance with regulatory requirements and airline standards.
Assist with lost and found procedures, including logging lost items, coordinating searches, and returning found items to passengers.
Qualifications, Experience and Skills:
High school diploma or equivalent, bachelor’s degree in hospitality, Travel, or related field preferred.
2-3 years of experience in a similar role within the aviation industry, focusing on ground services and passenger assistance.
Experience in the GCC region is a plus, with knowledge of local airport procedures and cultural norms.
Strong communication and interpersonal skills for effective interaction with diverse passengers.
Excellent problem-solving skills with a proactive approach to passenger needs and issue resolution.
Knowledge of airport operations, airline procedures, and aviation regulations with a commitment to safety and security.
Proficiency in reservation software like Amadeus or Sabre for ticketing and check-in.
Flexibility to work shifts, including evenings, weekends, and holidays.
Fluency in English; additional languages, especially Arabic, are advantageous.
Note: You will be required to attach the following:
Resume / CV
Educational Certifications.