Passenger Services Agent

6 months ago

Melbourne Airport, Australia dnata Full time

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.

The position available is Permanent Part time.

Primary Duties and Responsibilities

  • Deliver a high standard of customer service for all client airlines and ensure all customer service requirements are met in a timely, efficient and professional manner, at all times
  • Carry out passenger check in duties and other duties commensurate with the passenger service for customer airlines In wheelchairs to and from aircrafts
  • Assisting passengers
      • During disrupted or delayed services
      • That require special assistance
      • In wheelchairs to and from aircrafts
  • Promote and maintain a positive company image (including grooming, behaviours and service)
  • Follow direction during shift to achieve required timely aircraft scheduled departures (100% On Time Performance)
  • Comply with dnata Standard Operating Procedures and Policies

Essential Criteria:

  • Ensure adherence to all company safety, policy, procedures and processes
  • Minimum of 2 years’ experience in customer service oriented role
  • Experience in dealing with difficult situations with clients; and dealing with high volume, personalised customer service
  • Ability to handle baggage up to 32kg.
  • Ability to assist special needs passengers (including pushing wheelchairs to assist passengers)
  • Understands the importance of meeting Service Level Agreements (SLAs) whilst adhering to safety requirements
  • Ability to work unsupervised at times and in a changing and fast paced team environment
  • High level computer skills
  • Motivated and capable of committing to rostered shifts spanning 24 hours / 7 days a week including morning, evenings and weekend

Highly Desirable:

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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