Agent - Customer Services. Riyadh

Reference No
OP-‎23-‎18
Job Title
Agent - Customer Services. Riyadh
Category
Others
Educational Qualifications
College diploma in any discipline
OR Secondary School certificate
Higher qualification & experience in related field will be advantage &
preferred.
Skills/Knowledge
Proficiency in English (Reading and Writing) :
Proficiency in MS office
Must be tactful and courteous in dealing with various nationalities particular
with irritated and unruly passengers and VIPs in-order to maintain the Company
profile
Must be capable of making logical, on the spot decisions in problem solving.
Therefore, fair degree of concentration and alertness is needed.
Experience Required
As mentioned in the qualification area
Job Location
KSA - Riyadh
Job Description
‎1.Ensure that designated responsibilities are executed in accordance with
applicable regulations and standards of Oman Air.
‎2.Shall comply with laws, regulations and procedures of the state of work
location.
‎3.Be familiar with laws, regulations and procedures pertinent to the
performance of the duties.
‎4.Accountable and responsible to execute quality responsibilities in
accordance with Quality Assurance Operations Manual.
‎5.Accountable and responsible to execute safety responsibilities in accordance
with Safety System Management Manual.
‎6.Support all team members, and peers, to build morale and ensure excellent
discipline and grooming standards. Encourage friendly and professional
multicultural work environment.
‎7.Encourage team members and peers to come-up with bright ideas and generate
service improvement feedback.
‎8.Identify and meet the standard and special service requirements of the
passenger at check-in, boarding gates, special services and ramp by adhering
to the set service standards and procedures so that the passengers, baggage
and cargo are handled in an efficient manner.
‎9.Assist Deportee/INAD Handling staff, in order to check if any additional
help is required.
‎10.Assist to locate missing passengers by means of paging and physical search
and clearing them through to the boarding gates. Inform Airport Services
Supervisor or AIRPORT Services Duty Officer if any congestion situation is
faced so the boarding gates can be duly informed and proactive action taken.
‎11.Check on all counters and the serviceability of equipment, availability of
stationery and overall organisation of counters on a timely basis in order to
be prepared for handling of passengers as well as disruptive situations.
‎12.Monitor the checking process and ensure superior customer service levels
are upheld and assist the process of ensuring the safe and on-time departure
of WY flights.
‎13.Monitor the Self Check-in Kiosks and ensure Passengers are briefed on the
process and usage of the kiosks.
‎14.Suggest feasible improvements to procedures based on observed trends and
analysis.
‎15.Greets passengers who have been directed to the Baggage Services Office,
completes PIR (Property irregularity Reports) in the World Tracer System,
offers interim relief or Overnight Kit where necessary and gives the passenger
a wallet containing a copy of the PIR, Baggage Inventory Form (BIF) and a
contact number for their follow up enquiries
‎16.Contact Passenger on a daily basis to advise latest follow-up and ensure
BIF is completed by the passenger and handed over to EK Office within 48hours,
system to be updated accordingly, so that the passenger is satisfied that
his/her needs are met.
‎17.Proactively Trace all the unclaimed baggage (both tag & tag-less) in stores
by effective use of all system and ensure bags are dispatched to the passenger
with minimum inconvenience.
‎18.Process the Passenger claims as per WY claims procedure and ensure all the
files are settled within the stipulated time by co-ordinating with Central
Baggage Tracing, Accounts Department & communicating with passengers to
minimise the inconvenience caused.
‎19.Responsible for monitoring flight build up as allocated by the Supervisors
/ Officers in order that the WY baggage are processed and loaded as required.
Investigates red scanned bags on site and ensure problem is resolved.
‎20.Monitor activities to meet published loading procedures, alert respective
Supervisor/ Officer when deviation occurs from instructions. Monitor the
preparation of ULD's and loading Equipment Requirements and liaise with ULD
units in order that the WY requirements are met.
Closing Date
‎08-‎03-‎2023