Job Summary
To provide all necessary and required passenger/customer services as contracted by the customer to include but not be limited to baggage processing, terminal/gate check-in, greeting arriving passengers, handling of VIPs, provide special passenger assistance and other duties as assigned
Responsibilities
- Prepare and clear check in counters pre and post flight with appropriate stationery and signage
- Provide a welcome service to passengers at check in, and at other customer service touch points and to assist in providing a pleasant customer experience
- Verification of travel documentation and check in of departing passengers as per standard operating procedures
- Counter checking boarding pass, making announcements, ensuring that passengers are boarded efficiently
- Assist customers during flight irregularities i.e. delays, cancellations or diverted flights, coordinating communication with affected passengers to ensure passenger experience remains positive
- Maintain excellent customer service standards at all times
- Be able to perform Check-In, Gate, Transfers, Lost & Found duties
- Charging applicable excess baggage fees
- Assist passengers as needed through arrival and check in processes including support for passengers with special needs such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance
- Direct passengers through Customs, Immigration, and Quarantine, as required
- In charge of Gate activities such as set-up (including airline specific presentations), permanent communication with Flight coordinator close-out of flight, boarding process and accuracy of final passenger figures, initiate search for missing passenger and communicate baggage details for missing passengers
- Contribute to on time performance of flight through proactive handling of Passenger Service related matters
- Make public address announcements as required, i.e. delay, boarding, last call etc.
- Assist Ramp team 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
- Adherence and compliance to all Standard Operating Procedures (Swissport & Carrier Specific)
- Operate equipment like computer keyboards, and carrier specific reservation/ ticketing software
- Produce all required, work-related documentation
- Uphold and protect the company’s interests and image while at the Terminal / Airside
- Protect customer (airlines) supplied products e.g. Boarding passes, Tags, Signage etc. from loss or damage by strictly adhering to written down procedures
- Ensure compliance with uniform standards in line with appearance, and personnel protective equipment policies where applicable
- Provide relevant information to customer queries and provide solutions to issues which may impact the customer’s experience
- Report all irregularities to the appropriate supervisor/manager
- Carry out any additional duties as instructed by management
Qualifications and Competencies
- Saudi Only.
- High School diploma
- Passionate about customer service and must have relevant work experience
- Excellent communication skills (written and verbal) in English, Arabic in addition is an advantage
- Commitment to continuous improvement
- Self motivated and able to work independently
- Attentive to detail and numerate
- Ability to follow processes and procedures and apply flexible approach when required
- Must be able to type and learn airline specific computer reservation/ ticketing software
- Willingness to work in inclement weather
- Flexible to work on various shifts (days, evening, nights, weekends, and holidays)
