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Customer Service Officer

2 weeks ago

Mascot, Australia Star Aviation Services Full time

**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.

**Key responsibilities of the role**:

- 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
- Pushing passengers that require wheelchair assistance in wheelchairs
- Complete any relevant documentation
- Provide accurate information to passengers
- 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 manuevering 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
- Action basic administration duties

**Skills and Experiences**:
**On Offer**:

- Opportunity to be part of a family-oriented business where you are truly valued.
- Ongoing career training and development with in-house programs
- 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
- A valid Australian driver licence
- A valid Aviation Security Identification Card (ASIC) - or ability to obtain one
- Experience with Aviation/Airline industry - desirable
- Ability to perform all duties at a high standard of customer service
- Caring approach to dealing with people
- Clear communication and good interpersonal skills
- 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
- Highly personable and able to communicate and influence a diverse range of stakeholders
- Manual Handling procedures
- Conflict resolution skills
- Proficient in report writing, in plain and clear English
- Intermediate skills for Microsoft Office Suite
- Awareness of the importance in achieving on time performance goals in an efficient and safe manner