Customer Service Agent

ROLE PURPOSE:

To provide all necessary help and support to passengers as required by customers which may include check in, baggage processing, boarding of flights,, greeting arriving passengers, handling of VIPs, provide special passenger assistance, handle customer complaints to achieve customers satisfaction.

ROLES & RESPONSIBILITIES:

1. Provide direct customer services, including check in, seat assignment, baggage checking, excess baggage collection, documentation and travel permission checks, passenger handling, re-routing and the coordination of activities in the terminal with concerned departments.

2. Assist passengers as needed through arrival and check in processes including support for passengers with special requirements such as unaccompanied minors, VIP passengers and passengers needing wheelchair assistance.

3. Assist colleagues in other areas of the airport to ensure that wheelchairs, strollers and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival.

4. Always maintain the highest standards of safety and security in alignment with SGS’s safety and health regulations.

5. Knowledge of customer service including assisting customers with hotel reservations, ground transportation, catering, local attractions/activities and other functions that will be helpful to the customer.

6. Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations.

7. Resolve customer requests, questions, and needs ensuring the best use of resources to accomplish these tasks in a high pace environment.

JOB REQUIREMENTS:

• Advance in English language
• Minimum of a High School and a bachelor’s degree is a plus
• 0 – 2 Years of Experience
• Changing work shifts
• Have good communication skills