
The incumbent is responsible to provide an excellent quality service to customers in respect of passenger handling services. Performing a wide variety of duties at departures, boarding gates and arrivals; including the verification of travel document and assisting special need passengers and premier passengers within the airport environment
Principal Accountabilities
• Correct charging of excess baggage
• Contribute towards cost reduction by performing role efficiently and identifying opportunities for improvement
• Promote SAA’s customer service principles through upholding a high standard of professionalism, efficiency, consistency and personalisation when dealing with customers
• Assist unaccompanied minors, young passengers, elders and disabled passengers to ensure that their special needs are addressed accordingly
• Assist in dealing with any problems such as keeping passengers informed of any delays, disruptions and denied boarding
• Provide general information to customers and travel agents
• Assist passengers as needed through arrival and check-in processes
• Assist customers with general enquiries or directions as required
• Interact with customer throughout the transaction to alleviate fear and build trust
• Perform any duties assigned by superiors in line with company objectives
• Process tickets, check baggage, monitor carry-on baggage for size and quantity, and assign seats
• Inspect and verify passenger documentation, ensuring that passengers have the correct documentation and advanced passenger information records are correct for travel
• Perform all duties pertaining to passenger and baggage check-in, boarding of flights and charging excess baggage charges
• Liaise with various work groups to resolve any challenges
• Work on special projects if required
• Meet and assist passengers
• Provide information on arrival and departure times, boarding procedures, carry-on regulations, and seat assignments
• Handle denied boarding situations by soliciting volunteers and communicating situation effectively to involuntary denied boarding customers
• Direct customers and provide clear and concise information regarding flight delays, cancellations, denied boarding situations
• Manage queues at self-service check-in, baggage drop and self-tagged baggage drop counters
• Ensure proper control of on-board hand baggage at gates
• Reconcile travel coupons for all flights
• Assist and ensure the correct handling of mishandled baggage and damaged baggage
• Keep detailed report regarding mishandled and damaged baggage
• Ensure the highest level of passenger safety and care in all aspects of duty
• Comply with service standards and standard operating procedures to ensure passengers are handled in a friendly and efficient manner at all times
• Make public announcements as required
• Produce all required, work-related documentation
• Ensure compliance with CAA, SAA and airport regulations
• Contribute towards department capacity to enable achievement of department objectives
• Identify opportunities for improvement within sphere of control
• Contribute to talent development (self) through acknowledged learning experiences, courses, reading and researching
• Contribute towards cost reduction by performing role efficiently and identifying opportunities for improvement
• Promote SAA’s customer service principles through upholding a high standard of professionalism, efficiency, consistency and personalisation when dealing with customers
• Assist unaccompanied minors, young passengers, elders and disabled passengers to ensure that their special needs are addressed accordingly
• Assist in dealing with any problems such as keeping passengers informed of any delays, disruptions and denied boarding
• Provide general information to customers and travel agents
• Assist passengers as needed through arrival and check-in processes
• Assist customers with general enquiries or directions as required
• Interact with customer throughout the transaction to alleviate fear and build trust
• Perform any duties assigned by superiors in line with company objectives
• Process tickets, check baggage, monitor carry-on baggage for size and quantity, and assign seats
• Inspect and verify passenger documentation, ensuring that passengers have the correct documentation and advanced passenger information records are correct for travel
• Perform all duties pertaining to passenger and baggage check-in, boarding of flights and charging excess baggage charges
• Liaise with various work groups to resolve any challenges
• Work on special projects if required
• Meet and assist passengers
• Provide information on arrival and departure times, boarding procedures, carry-on regulations, and seat assignments
• Handle denied boarding situations by soliciting volunteers and communicating situation effectively to involuntary denied boarding customers
• Direct customers and provide clear and concise information regarding flight delays, cancellations, denied boarding situations
• Manage queues at self-service check-in, baggage drop and self-tagged baggage drop counters
• Ensure proper control of on-board hand baggage at gates
• Reconcile travel coupons for all flights
• Assist and ensure the correct handling of mishandled baggage and damaged baggage
• Keep detailed report regarding mishandled and damaged baggage
• Ensure the highest level of passenger safety and care in all aspects of duty
• Comply with service standards and standard operating procedures to ensure passengers are handled in a friendly and efficient manner at all times
• Make public announcements as required
• Produce all required, work-related documentation
• Ensure compliance with CAA, SAA and airport regulations
• Contribute towards department capacity to enable achievement of department objectives
• Identify opportunities for improvement within sphere of control
• Contribute to talent development (self) through acknowledged learning experiences, courses, reading and researching
Qualifications & Experience
Grade 12 (Matric) or NQF level 4
3 year Diploma or NQF level 6 will be an added Advantage
A minimum of 0 - 12 months working experience
Experience derived from customer service environment will be an advantage
3 year Diploma or NQF level 6 will be an added Advantage
A minimum of 0 - 12 months working experience
Experience derived from customer service environment will be an advantage
Knowledge & Attributes
- SAA Customer Service standards
- Excellent communication (verbal and written) skills
- Moderate to high computer proficiency
- Problem solving skills
- Effective time management
- Information processing skills
- Resource utilization skills
- Excellent communication (verbal and written) skills
- Moderate to high computer proficiency
- Problem solving skills
- Effective time management
- Information processing skills
- Resource utilization skills
Skills
- Demonstrate the SAA values: Customer Focus; Accountability; Integrity; Safety; Excellence In Performance; Valuing Our People
- Interpersonal skills
- Customer Service orientated
- Professional
- Ability to handle conflict effectively
- Cultural sensitivity
- Organizational resilience, ability to work under pressure and consistently meet deadlines
- Ability to work independently as well as part of a team
- Presentable with positive attitude
- Principle and value adherence
- Flexibility and must be prepared to work shifts
Additional Information If you have not received a response within 21 days please consider your application as unsuccessful.
- Interpersonal skills
- Customer Service orientated
- Professional
- Ability to handle conflict effectively
- Cultural sensitivity
- Organizational resilience, ability to work under pressure and consistently meet deadlines
- Ability to work independently as well as part of a team
- Presentable with positive attitude
- Principle and value adherence
- Flexibility and must be prepared to work shifts
Additional Information If you have not received a response within 21 days please consider your application as unsuccessful.
How to apply for this:
Closing date: 18-10-2016
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