Job Purpose The Customer Service Agent role reports directly to the Team Leader.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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