CUSTOMER SERVICE AGENT DWC

Job Purpose: Job Purpose To deliver a high standard service and travel
experience to the passengers at the designated area of work (such as Check-in,
Boarding, Mishandled Baggage, and Special Handling) in a safe, efficient and
timely manner in line with airline standards and International / Local
regulations pertaining to safety, security and border controls. Generic
Accountabilities Policies and Procedures: - Follows all relevant customer
service and airlines specific policies, processes, standard operating
procedures and instructions so that work is carried out in line with
regulations and SLAs - Follows day-to-day operations related to own job and be
available on the assigned task in a timely manner Safety: - Discusses safety
concerns openly and reports them to the concerned Team Leader on shift -
Complies with all relevant safety, quality and environmental management
policies, procedures and controls to ensure a healthy and safe work
environment Specific Accountabilities: Customers - Processes passengers using
customer handling systems in line with regulatory, dnata and SLAs including
but not limited to, checking passengers? tickets and passports, allocating
seats, weighing luggage, adding excess charges and asking - Checks all
equipment and check-in areas to ensure that they are functional to avoid any
potential delays or disruption of the operation and ensures work area is
presentable to customers - Checks the passengers? baggage acceptance and
ensures alignment with international / local / dangerous goods, safety and
security regulations - Solves issues raised by passengers during check-in,
boarding or transfer and ensures that unresolved issues are communicated to
the Team Leader on shift - Meets designated passengers (unaccompanied minors,
young passengers, wheelchair, elderly and passengers with special needs) and
ensures that the required services and facilities are provided to meet any
special requirements Baggage - Raises reports for mishandled baggage or
property irregularity, updating systems regularly and responding to passenger
queries. - Manages mishandled baggage to ensure it is returned to customers,
and organises baggage whilst in dnata care / left luggage store. Special
Handling - Coordinates the activities for the (buggy operators / wheelchair
attendants) in line with the passenger requests to ensure timely passenger
journey System Services - Enters the required information in the Departure
Control System (DCS) to edit Passenger Name Lists, Additions / Deletion / Seat
Occupied Message and related allocations - Controls flights through various
DCS by assessing passenger load and amending levels for No Reservations, Staff
Acceptance, Upgrades and Downgrades
Qualifications & Experience: Experience: Airport Operations. Qualification: -
High School with a Certificate ( ‎12 years of schooling) OR Diploma in a
Business Administration - High School with a certificate: ‎2-‎4 years of
experience in customer services activities with at least ‎1 year in Airport
Passenger Handling (Check-in and Boarding). - Diploma Holder: ‎0-‎2 years of
experience in customer services activities with at least ‎1 year in Airport
Passenger Handling (Check-in and Boarding). Knowledge and Skills: - Proficient
understanding of airlines customer service product (specific airport related
requirements). - Proficient understanding of the aviation terminology. -
Advanced understanding of the usage of Departure Control System - Basic
understanding of ICAO Conditions of Carriage and Local / International
regulations and IATA pertaining to passenger and baggage acceptance.-
Proficient IT and Computer Literacy - English Language Skills : Level ‎5 -
Basic Safety Awareness Skills - Basic Planning and Organizing Skills -
Proficient Communication Skills - Basic Customer Management Skills -
Proficient knowledge of geography and countries