JOB DESCRIPTION Title : Customer Service Agent (Airport)
JOB DESCRIPTION
Title : Customer Service Agent (Airport)
Reports to : Airport Manager ¨C Dubai
Department : Airport Services
Purpose
To support the launch of the new Business Class product we are establishing a team of specialist agents
based at DXB airport to provide assistance and enhanced service to our business class passengers as
they pass through the airport , ensuring that we deliver all the agreed services of the product
specification .
Responsibilities
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To provide a welcome service to our business passengers at Check in ,and at other customer
service touch points and to assist in smoothing the customer journey through the airport.
To problem solve on site issues which impact on business customer experience at Dubai airport.
Assist Business customers during flight irregularities, co-ordinating communication with affected
passengers to ensure passenger experience remains positive.
To take service recovery measures when appropriate to protect the customer experience.
To act as liason with the call center team in delivering all elements of the business class
experience
To act as liason with FZ outstation network for special handling requests and coordination
during flight irregularities
To provide a flight editing function in Dubai to ensure that any required service requests are
applied to individual customers
To provide customer recognition to our frequent fliers through individual contact on each
journey through the airport.
Qualifications
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A good level of general education
Good verbal / written communication in English
Ability to communicate in Arabic/ Russian highly desirable
Ability to use PC applications
Experience
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At least 2 years previous experience in direct customer facing environment
Previous experience in airport service environment and familiarity with airport processes ,
documentation and systems
Previous experience in dealing with premium customers would be an advantage.
Competencies
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Customer Service Oriented
Effective communication
Problem solving
Attention to detail
Initiative and commitment to achieve
Self confident
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