Perform a wide range of airport services (e.g. guest/baggage handling, check-in and boarding operations, tickets and boarding passes screening) to ensure high-quality services are delivered to all guests in compliance with safety, quality and operational objectives
Collaborate with handling agents by supporting in executing handling operations to ensure timely and high-quality delivery of services to guests
Support passengers with connecting flights to ensure complete and timely information are provided
Liaise with Cabin crew to ensure boarding operations are executed on-time and according to safety procedures
Execute initial security screens to ensure access to the airport is properly monitored
Receive, process and respond to daily enquiries on a wide range of services by providing timely and high-quality support to internal / external customers to meet their requirement
Receive and analyse complaints to ensure they are solved or addressed in the most effective manner
Support customers on a wide range of generic services following established policies and procedure to ensure passenger needs are met in the most effective manner
Coordinate and escalate complex or specialized enquiries to responsible teams to ensure adhoc support is provided
Work closely with supervisors to improve the execution of assigned activities
Track major customer complaints and report key issues to supervising colleagues
Interact with internal teams to ensure consistent and reliable customer service
Provide customers with dedicated support according to policies and procedures to ensure compliance to regulations and risks mitigation
Identify and highlight potential areas of improvement to support continuous improvement of service and/or operations
Proactively perform a wide range of assigned and emerging activities to ensure compliance with the established standards and procedures and high level of customer service
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