CUSTOMER SERVICE AGENT
Posted
- Safe and efficient transport of ADAC guests within the airport terminal
- Ensure all relevant information is readily available and remain abreast of all changes within Midfield Terminal that may affect the quality of customer service delivery.
- Provide clear and concise information to the airports’ passengers with regards to appropriate rules and regulations.
- Attend briefing sessions, conducted by superiors to maintain high standards at all times and carry out handover procedures in line with agreed standards of performance.
- Where relevant, suggest improvements to levels of customer service delivery and other systems of work to improve the quality of service to all customers.
- Coordinate with other airport representatives to provide assistance related with passenger's buggy transport service - arrival/departure
- Coordinate with Midfield Terminal stakeholder employees to extend assistance and solve customer's problems if any.
- Understand and provide complete/detailed information relating to the services available in the airport i.e. lounges, gates, banks, post office, restaurants, ATM machines, etc.
- Understand and provide information about airport facilities (i.e. toilets, information counters, airline office, etc.) to travelling passengers.
- Provide assistance and guidance to passengers as and when necessary (especially elderly / people of determination / children).
- Monitors and manages the Internal lift entrapment and panic alarm process in line with ADA SOP (where required).
- Collect and use ‘on-the-spot’ passenger feedback, suggestions, recommendations, unusual questions, special request in support of continual improvement and contract reporting purposes.
- Support and respond to passengers needs in the event of an emergency arising.
- Ensure adherence to ADA standards, policies, processes and procedures.
- Reporting faults to the concerned departments for rectification and keeping the client's Team Leader advised.
- Report unattended items to ADA and according to SOP, keeping the CX Team Leader informed.