Description
Under the guidance of senior colleagues, The Airport Services Agent will represent Emirates and improve customer service, ensuring all operational criteria are completed within specified timeframes, adhering to the Company's commercial, safety, and security policies, standards, and procedures.
As an Airport Services Agent, you will be responsible for providing high-quality customer service during arrival and departure, including ensuring special services and facilities are provided for various customer categories. This includes coordinating airport operations for chauffeur-driven limousines and opening the Emirates arrival information desk;
You will also monitor arrival immigration problems, ensuring adherence to travel, immigration, and safety regulations. You will also assist in preparing and completing pre and post-flight documentation and statistical information;
Provide cover during leave, sickness, or training as directed by the Airport Services Officer or other senior colleague. You will help deal with problems such as delays, disruptions, excess baggage, or denied boarding, ensuring eligible customers are provided with accommodation and transport as per applicable procedures;
Assist with check-in, boarding at the gates, providing announcements, and carrying out hand baggage removal, handling late-to-gate customers, flight coupon reconciliation, and head count confirmation. You will also monitor baggage delivery performance against agreed standards, keeping customers informed about any delays or irregularities;
Support and cover the Emirates Ticket Desk functions, undertake ticketing/reservation duties, and offer a full range of Emirates products and services to maximize ticketing revenue. You will issue tickets, make and amend reservations, re-issue and re-calculate fares, carry out credit card verification, complete daily ticket sales returns, and assist with banking duties as required;
Lastly, you will support duties in the Emirates lounge, liaise with service providers, and supervise contracted staff, overseeing catering, cleaning, and maintenance operations to ensure service standards are met and maintained.
Requirements
To be considered for this role, candidates must have a minimum 'O' level, completed professional training in Customer Services and Ground Operations, basic fares and ticketing knowledge would be an asset, 2 years of airline industry experience, fluency in written and spoken English.
