Senior Customer Services Agent

Job description / Role

General Job Purpose Brief
• Lead the provision on the services at the designated areas such as (but not limited to) check-in counters, boarding gates, transfer desk, offices, Lost & Found and Customer Care unit by monitoring the flights and dissemination of information ensuring provision of services as per the laid down service standards.

Work Duties
• Ensure frontline staff is constantly briefed/de-briefed related to customer service standards and Standard Operating Procedures (SOP) on shift/flight basis
• Control the performance of the subordinates through constant monitoring and briefing the staff on flight-wise and shift-wise basis.
• Briefing may relate to grooming standards, passenger handling requirement of the particular airline or the particular flight.
• This is done to promote quality environment
• Use trouble-shooting techniques in the areas of jurisdiction by identifying the problem, seeking alternatives, then deciding on the correct option in order to minimize/eliminate flight delays, passenger inconvenience and maintaining the Safety/Security requirements.
• Provide constant feedback to the Supervisors with regards to staff performance and discipline
• Liaise with Airport security and Immigration in-order to speed-up all customer Care passengers handling process
• Monitor the Customer Care handling process provided for QR and other Airlines
• Prevent and report misuse of company assets or customer properties
• Manage effectively adverse situations pertaining to but not limited only on flight delays, disruptions, cancellations, or downgrading of aircrafts.
• This may be done in coordination with the Supervisor available on shift
• Perform other department duties related to his/her position as directed by the Head of the Department
• Monitor manpower on designated areas through constant briefing on grooming standards, flight handling procedures, and passenger handling requirements of a particular airline or flight.
• This is done to promote quality service and environment
• Provide on the job support to the staff on handling their queries related to visa and other document issues

Requirements

Minimum Educational Qualifications

Without a Degree:
• High School Qualification with Minimum 2 years of job-related experience

OR With a Degree:
• Bachelor’s Degree or Equivalent with Minimum 1 years of job-related experience

Essential:
• Experience in frontline passenger handling,

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

Required Work Knowledge and Skills
• Essential:
• Applies all the procedures and rules learnt through the training, briefing and operational circulars
• Command of English language
• Continuously updates oneself with changing procedures.
• Proficient in Passenger Handling Procedures.
• Ability to work in limited resources.
• Ability to delegate work, set clear direction and manage workflow.

Preferred:
• Arabic - Written/Spoken.
• Other language added advantage.
• Ability to train and develop subordinates’ skills.

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.