Customer Services Agent

Job description / Role

General Job Purpose Brief
Provide consistent quality of service and exceptional assistance to all customers at the designated areas such as (but not limited to) check-in counters, boarding gates, transfer desk , Lost & Found , crew terminal and special handling section in line with the agreed service standards and procedures with our airline customers and to ensure the compliance of laid down safety and security procedures and local authorities are implemented accordingly.

Work Duties
• Perform following task in accordance with QAS standard and procedures
• Check-In passengers
• Floor Walking and Queue management
• Managing flow at Immigration/Security Screening point
• Lost & Found
• Boarding passengers
• Special Handling
• Passenger Arrivals and Baggage Services
• Porterage Services
• Follow the standard operating procedures (SOP) laid down by the department and customer airlines; consistently apply the established service standards to ensure department’s compliance with ISO standards and the agreed Service Level Agreement with the customer airline
• Coordinate efficiently with internal and external departments for smooth operational achievement
• Projecting a caring and service-oriented image which entails warm, hospitable, and pleasant attitude to ensure proper handling of all passengers including the special assistance they need and to meet total customer satisfaction.

Requirements

Minimum Educational Qualifications
Without a Degree
• High School Qualification with Minimum 1 year of job-related experience
• OR With a Degree: Bachelor’s Degree or Equivalent with No prior job-related work experience

Preferred
• Experience/Good working knowledge of Departure Control Systems/Macs/Sabre/Altea.
• Completed advanced courses or equivalent in Passenger Handling and Customer Services such as Introduction to Civil Aviation, Airport Passenger Handling and Check-in systems

Required Work Knowledge and Skills
Essential
• Good interpersonal skills.
• Time management.
• Command of English language

Preferred
• Good organizing and planning skills.
• MS Office.
• Arabic - Written/Spoken.
• Other language added advantage

About the Company

ACCIONA is one of Spain's principal business groups and a leader in the fields of infrastructure development and management, renewable energy, water and services.

With a century of history, and more than 30,000 professionals, it operates in over 30 countries on the five continents. ACCIONA is included in Spain\'s blue-chip Ibex 35 index and is a core stock in the market (see Financial Information).

ACCIONA's positioning as a pioneer in development and sustainability expresses its capacity to respond to the challenge of attaining sustainable development through all its areas of activity. One of its specific commitments is to steadily reduce its carbon footprint and lead the transition to a low-carbon economy. ACCIONA\'s activities and businesses avoid millions of metric tons of emissions every year (see Emissions Meter). The Sustainability Master Plan develops the Company's sustainability strategy.