Customer Service Assistant

Customer Service Assistant ISummaryThe Customer Service Assistant I/II provides assistance to customers at check-in counters. He/she ensures that passengers’ details match the information on travel documents and handles customer issues regarding flight operations and automated check-in systems. To maintain a safe working environment, he/she complies with all safety and/or security standards and reports safety and/or security breaches to officers and supervisors.The Customer Services Agent demonstrates professional behaviour when responding to passenger complaints and acts as a service ambassador for the organisation. He/She works in shifts to accommodate round-the-clock flight arrivals and departures. He/She is physically strong to assist passengers with lifting of their baggage. Furthermore, he/she is service-oriented, possesses good communication skills as well as handles passengers with special needs in an appropriate manner.Duties And ResponsibilitiesProvide quality customer services Service customers at the check-in countersVerify passengers’ identities at the gatesVerify information on travel documents, passports and/or visasProvide support to special needs customersHandle customer issues regarding irregular flight operationsProcess customer documentationHandle customer issues regarding automated check-in systemsUphold safety and/or security standardsInterpret and follow individual safety and/or security standards in the workplaceIdentify and report breaches of safety and/or security standards in the workplacePerform any ad-hoc duties as assigned by the reporting manager or department headOperationsLeads and manages the boarding gates in coordination with turnaround aircraft activities to ensure the safe and timely departure of flights.Monitors and ensures that the agreed service requirements for the respective airlines are effectively implemented, including boarding sequence and hand baggage collection.Oversees activities at the boarding gate, ensuring accurate reconciliation of boarding passes with the manifest and passenger boarding figures, and provides “Boarding Complete?” clearance to the FIC/GD/TCO.Implements airline-specific boarding procedures and announcements to ensure a smooth boarding process.Updates flight details on gate screens to keep passengers informed and updated.Communicates promptly with FIC/GD/TCO regarding passenger offloads or no-shows, ensuring that necessary arrangements (e.g., offloading baggage, updating load sheets) are carried out smoothly, safely, and efficiently.Operates aircraft passenger loading bridges for both arriving and departing flights, adhering to safety and operational procedures to prevent any potential ground damage to the aircraft.Reviews passenger boarding numbers to ensure accurate reconciliation with the manifest.Maintains communication with the crew and airline representatives to keep all key stakeholders informed about important flight details.Perform any ad-hoc duties as assigned by the reporting manager or department headRequirementsMinimum GCE 5 “N” levels and aboveCustomer service experience preferred