Senior Customer Service Agent

General Job Purpose Brief

Leading the provision of services at the designated areas such as (but not limited to) check-in counters, boarding gates, transfer desk, offices, Lost & Found and Customer Care unit by monitoring the flights and liaising with the ground handling agents, provision of services as per the laid-down service standards.

Role Description

1. Ensure frontline staff is constantly briefed/side-briefed related to customer service standards and Standard Operating Procedures (SOPs) relevant to passenger handling.
2. Coordinate the process of flight handling through constant monitoring and briefing of the ground handling agent of the particular station and gate. This is done to promote quality environment handling requirement of the particular airline for the particular flight. This is to promote a conducive environment.
3. Monitor staff activities during the shift and take jurisdiction by informing the planning, operational and administration department if required as a part of informatory briefing (verbal, email) related to flight delays, disruptions, or any irregularities that arise throughout the operation. Provide constant feedback to the Supervisor in charge related to passenger complaints handling.
4. Monitor the customer care handling process provided for GR and other airlines.
5. Movement and proper usage of company assets or customer properties.
6. Handle passenger delays, disruptions, and irregularities by but not limited to delays, disruptions, misconnection, or any other aircraft controls. This may be done in coordination with the Supervisor available on shift.
7. Perform other departments duties related to his/her position as directed by the Head of the Department.
8. Other major or irregularities are managed through constant briefing or by giving standards, flight handling requirements, or operational handling requirements of a particular airline or flight. This is done to promote quality environment handling.
9. Provide support to the staff on handling their queries related to visa and other document issues.

Qualifications

• High School Qualification with a minimum of 2 years of job-related experience

OR

• With a bachelor's degree or Equivalent with Minimum 1 year of job-related experience.

Preferred:

• Experience in passenger handling.
• Good working knowledge of Departure Control Systems/Mac/Sabre/Amadeus.
• Experience and course of equivalent in Passenger Handling & Customer Services such as Basic Training on Civil Aviation, Airport Passenger Handling and Check-in systems.

Required Work Knowledge and Skills

1. Understand the procedures and rules learnt through the training, briefing and operational circulars to perform and guide assigned staff with changing procedures.
2. Comprehend and resolve issues through available resources.
3. Perform as directed, set out clear direction and manage workflow.
4. Fluency in:
5. a. Written/Spoken English Language,
6. b. Ability to lead and develop subordinates' skills.