Passenger Services Agent

2 days ago

Melbourne, Victoria, Australia Buscojobs Full time

The Service Delivery Agent is responsible for working in a team environment to ensure timely, efficient, professional, and safe passenger service functions, including check-ins and/or lead gate agent duties, while ensuring all regulatory requirements are met. The role also involves the efficient, safe, and accurate adherence to client requirements during aircraft turnarounds and achieving key performance indicators (KPIs).

The position available is Permanent Part-time.

Primary Duties and Responsibilities
  • Deliver a high standard of customer service for all client airlines, ensuring all customer service requirements are met in a timely, efficient, and professional manner.
  • Carry out passenger check-in duties and other related tasks, including assisting passengers in wheelchairs to and from aircraft.
  • Assist passengers during disrupted or delayed services, especially those requiring special assistance.
  • Promote and maintain a positive company image through grooming, behaviour, and service quality.
  • Follow shift directions to achieve timely aircraft departures and maintain 100% On-Time Performance.
  • Comply with dnata Standard Operating Procedures and Policies.
Essential Criteria
  • Adhere to all company safety policies, procedures, and processes.
  • Minimum of 2 years' experience in a customer service-oriented role.
  • Experience handling difficult situations with clients and managing high-volume, personalized customer service.
  • Ability to handle baggage up to 32kg.
  • Ability to assist passengers with special needs, including pushing wheelchairs.
  • Understand the importance of meeting Service Level Agreements (SLAs) while adhering to safety requirements.
  • Ability to work independently and adapt to a fast-paced team environment.
  • High-level computer skills.
  • Motivated and capable of working rostered shifts, including mornings, evenings, weekends, and 24/7 coverage.
Highly Desirable

Fluency in the following languages is highly desirable:

  • Mandarin
  • Cantonese
  • Spanish

Please note that employment with dnata Airport Services Pty. Limited is conditional upon a satisfactory security clearance (ASIC), a pre-employment medical/drug & alcohol test, and full vaccination. Applicants must have the right to work in Australia. Due to a high volume of applications, only shortlisted candidates will be contacted.

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