Airport Passenger Services Agent

1 week ago


Melbourne, Victoria, Australia dnata Full time
Job Title: Passenger Services Agent Melbourne Airport, Vic

The Service Delivery Agent is responsible for working in a team environment to ensure timely, efficient, professional and safe passenger service functions of check-ins for passenger handling and/or lead gate agent duties while ensuring all regulatory requirements are met. Also responsible for the efficient, safe and accurate adherence to the clients' requirements during an aircraft turnaround and achieving required KPIs for our clients.

Key Responsibilities:
  • Deliver High-Quality Customer Service: Ensure all customer service requirements are met in a timely, efficient and professional manner at all times.
  • Passenger Check-In Duties: Carry out passenger check-in duties and other duties commensurate with the passenger service for customer airlines.
  • Assist Passengers: Assist passengers during disrupted or delayed services, those requiring special assistance, and in wheelchairs to and from aircrafts.
  • Promote Company Image: Promote and maintain a positive company image (including grooming, behaviours and service).
  • Follow Direction: Follow direction during shift to achieve required timely aircraft scheduled departures (100% On Time Performance).
  • Comply with Policies: Comply with dnata Standard Operating Procedures and Policies.
Essential Criteria:
  • Adhere to Safety Requirements: Ensure adherence to all company safety, policy, procedures and processes.
  • Customer Service Experience: Minimum of 2 years' experience in customer service oriented role.
  • Dealing with Difficult Situations: Experience in dealing with difficult situations with clients; and dealing with high volume, personalised customer service.
  • Physical Abilities: Ability to handle baggage up to 32kg and assist special needs passengers (including pushing wheelchairs to assist passengers).
  • Understanding of SLAs: Understand the importance of meeting Service Level Agreements (SLAs) whilst adhering to safety requirements.
  • Ability to Work Independently: Ability to work unsupervised at times and in a changing and fast paced team environment.
  • High-Level Computer Skills: High level computer skills.
  • Availability: Motivated and capable of committing to rostered shifts spanning 24 hours / 7 days a week including morning, evenings and weekend.
Highly Desirable:
  • Language Skills: Fluent in the following languages: 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.



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