Customer Service Officer
6 months ago
**Introduction**:
Star Aviation is Australia's most dedicated ground handling service provider, partnering with 19 airlines across 9 airports Australia-wide. We pride ourselves on being big enough to manage, yet small enough to care
**Description**:
As a Customer Service Officer, you will provide excellent customer service and assist passengers checking-in in a seamless manner. Being the ‘face of the company’ to clients and passengers, you will put the customers’ needs at the heart of all required tasks.
We have both Part Time and Casual opportunities available
Service Delivery
- Ensure you operate in a safe environment and demonstrate a clear understanding of the Health and Safety policies and procedures
- Politely welcome passengers as they arrive at the terminal counter
- Compare information on tickets with passenger data to ensure it all matches and is correct
- Check bookings and issue boarding passes
- Educate passengers about airport security protocols and luggage allowances
- Safely direct passengers to the correct gate for their flight
- Represent both the Airline and Star to the highest-level ensuring customer satisfaction
- Ensure the safe and secure operation of all equipment
- Perform Boarding Gate duties including public announcements as per our client’s requirements
- Complete Passenger Marshalling duties maintaining a safe and secure environment as per our client’s requirements
- Action basic administration duties
- Assist guests with baggage check-in, collection, and tracking as needed. Resolve any baggage-related issues, including lost, damaged, or delayed luggage, following established airline procedures and in conjunction with our global baggage services team
- Provide accurate and up-to-date flight information, including departure and arrival times, gate assignments, and flight delays or cancellations. Help guests navigate the airport.
- Assist guests with booking or changing flight reservations, upgrading seats, and managing travel itineraries as needed. Process ticket sales, ancillary charges, upgrades, and handle payment transactions as needed.
- Address guest complaints, concerns, and disputes in a professional and empathetic manner. Seek solutions to resolve issues promptly, escalating matters when necessary.
- Operate any lifting devices, including Eagle Hoists, in accordance with Airline approved transfer methods, to assist wheelchair passengers
- Provide assistance to passengers that have their own personal wheelchair in transferring, in accordance with Airline approved transfer methods (from wheelchairs back to personal devices and vice versa)
- Provide assistance to wheelchair passengers in manoeuvring luggage from the baggage belt onto a trolley
- Collect and ensure that relevant equipment (wheelchairs, E-Caddy etc) are collected from around the Airport to ensure it is in the required locations and stored effectively
- Provide assistance to customers in finding family or friends who are collecting them at a drop-off point within the boundaries of the airport as requested by the passenger
**Skills and Experiences**:
- Clear communication and good interpersonal skills
- Ability to perform all duties at a high standard of customer service
- A valid driver licence
- A valid Aviation Security Identification Card (ASIC)
- Experience with Aviation/Airline industry - desirable
- Relevant Airline specific training modules and courses
- Caring approach to dealing with people
- Excellent organisation and time management skills
- Strong ability to multi-task, priorities and meet deadlines
- Customer focus to deliver exceptional service
- Ability to adapt to changing priorities and situations
- Able to work well in a fast-paced team environment
- Health and Safety Training
- Manual Handling procedures
- Conflict resolution skills
- Proficient in report writing, in plain and clear English
- Intermediate skills for Microsoft Office Suite
On offer, there is structured ongoing career training and development, employee rewards programs, and the opportunity to become part of a close-knit family culture in a dynamic Australian business. You'll also receive access to discounts and benefits across travel, retail, lifestyle and other areas, from a huge variety of companies, including SpecSavers, Contiki Holidays, Hello Fresh, Koala Furniture and many more
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