Customer Service Roles - Dnata - Erbil

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, Baggage Arrivals, etc…) in a safe, efficient and timely manner ensuring compliance with agreed airline standards and  International / Local regulations pertaining to safety, security and border controls. Health and safety responsibilities.

Accountabilities

• Discusses safety concerns openly and reports them to the 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


• 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 


• Checks 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


• Processes passengers using the check-in systems ensuring full compliance with regulatory, dnata and SLAs including but not limited to, checking passengers’ tickets and passports, allocating seats, weighing luggage, adding excess charges and asking passengers security questions


• Verifies border control requirements for immigration and ensures passengers have the required documents and updates passengers’ document details in the system with the information


• 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 


• Guides passengers and answers their queries regarding departure times, changes to flights, upgrades, gate information, etc… to enhance the passenger travel experience


• Reports any issues occurring on-shift to the concerned team leader for follow up and action


• Announces flight related updates (boarding time, gate numbers, etc…) to ensure passengers are informed and on-time departure 


• Ensures that allocated flights are opened / closed and edited as per the defined configuration and airline requirements


• Ensures that passengers are boarding on the right flight and that their profile is correctly updated and visible on the system


• Responsible for the health and safety duty of care at the workplace.

Practical and Technical Knowledge

• 
  

  Bachelor degree or Diploma holder in a related field (will be an advantage).

  
  


• 
  

  2-4 years of experience in customer service with at least 1 year in airport passenger handling / Hospitality industry.

  
  

Soft Skills, Communication & Influencing Skills

·        Effective communication; verbal and written.

·        Teamwork

·        Problem Solving

·        Initiative

·        Motivation