Sydney Airport - Customer Service Officer

at  Star Aviation Services

INTRODUCTION:

Star Aviation is Australia’s most dedicated Ground Handling service provider, partnering with a number of Airlines and Airports. 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.
Due to the operations at the airport, shifts are on a rotating roster with early starts commencing from 0230, and finishing as late as 2400.
Successful candidates will need to pass a pre-employment medical before beginning in the role.

• Deliver check in services on behalf of Star Aviation and its Airline customers in the correct application.
• 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