Job description:
Customer Service Agent (CSA) – Ground Handling: Providing exceptional customer service and support to passengers during aircraft boarding, disembarkation, and throughout ground operations.
Customer Handling Service Duties:
- Passenger Assistance: Assisting passengers with check-in procedures, issuing boarding passes, and handling inquiries or concerns.
- Baggage Handling: Ensuring efficient and accurate handling of checked baggage, including tagging, loading, and unloading from aircraft.
- Gate Operations: Managing boarding procedures, announcing flight information, and facilitating the boarding and disembarkation of passengers.
- Customer Service: Providing courteous and helpful assistance to passengers, addressing their needs, and resolving any issues or complaints professionally.
- Safety and Security Compliance: Adhering to all safety and security regulations, conducting security screenings when necessary, and reporting any safety hazards or security concerns.
- Coordination: Collaborating with airline staff, ground crew, and other stakeholders to ensure smooth operations and timely departure of flights.
- Administrative Tasks: Completing necessary paperwork, updating flight manifests, and maintaining accurate records of passenger and baggage handling activities.
- Emergency Response: Being prepared to assist in emergency situations, such as evacuations or medical emergencies, by following established procedures and protocols.
Required Skills:
- Communication Skills: Ability to effectively communicate with customers, both verbally and in writing, to understand their needs, provide information, and resolve issues.
- Empathy: Capacity to understand and empathize with customers’ concerns or frustrations, demonstrating genuine care and concern for their well-being.
- Problem-Solving: Skill in identifying and analyzing customer issues or problems, and finding appropriate solutions or alternatives to resolve them satisfactorily.
- Active Listening: Ability to listen attentively to customers, understand their concerns or requirements, and respond appropriately with relevant solutions or suggestions.
- Time Management: Capacity to prioritize tasks effectively and manage time efficiently to ensure timely responses and resolutions for customer inquiries or issues.