The Customer Services Assistant 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 Assistant 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 Responsibilities
- Provide quality customer services
- Service customers at the check-in counters
- Verify passengers' identities at the gates
- Verify information on travel documents, passports and/or visas
- Provide support to special needs customers
- Handle customer issues regarding irregular flight operations
- Process customer documentation
- Handle customer issues regarding automated check-in systems
- Uphold safety and/or security standards
- Interpret and follow individual safety and/or security standards in the workplace
- Identify and report breaches of safety and/or security standards in the workplace
Requirements
- Minimum GCE 5 “N” levels and above
- Customer service experience preferred
