Customer Service Agent -Erbil- – 230001ZX

Job Overview

Job Purpose

Job Purpose
To deliver a high standard service and travel experience to the passengers at the designated area of work (such as Check-in, Boarding, Baggage Arrivals, etc…) in a safe, efficient and timely manner ensuring compliance with agreed airline standards and International / Local regulations pertaining to safety, security and border controls. Health and safety responsibilities.
Focus on results:
– Discusses safety concerns openly and reports them to the team leader on shift
– Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment
– Follows all relevant customer service and airlines specific policies, processes, standard operating procedures and instructions so that work is carried out in line with regulations and SLAs
– Follows day-to-day operations related to own job and be available on the assigned task in a timely manner
– Checks check-in areas to ensure that they are functional to avoid any potential delays or disruption of the operation and ensures work area is presentable to customers
– Processes passengers using the check-in systems ensuring full compliance with regulatory, dnata and SLAs including but not limited to, checking passengers’ tickets and passports, allocating seats, weighing luggage, adding excess charges and asking passengers security questions
– Verifies border control requirements for immigration and ensures passengers have the required documents and updates passengers’ document details in the system with the information
– Checks the passengers’ baggage acceptance and ensures alignment with international / local / dangerous goods, safety and security regulations
– Solves issues raised by passengers during check-in, boarding or transfer and ensures that unresolved issues are communicated to the Team Leader on shift
– Cooperate with your employer when they require something to be done for health and safety at the workplace
– Guides passengers and answers their queries regarding departure times, changes to flights, upgrades, gate information, etc… to enhance the passenger travel experience
– Reports any issues occurring on-shift to the concerned team leader for follow up and action
– Announces flight related updates (boarding time, gate numbers, etc…) to ensure passengers are informed and on-time departure
– Ensures that allocated flights are opened / closed and edited as per the defined configuration and airline requirements
– Ensures that passengers are boarding on the right flight and that their profile is correctly updated and visible on the system
– Responsible for the health and safety duty of care at the workplace.
– Ensure to report any hazards, injuries, ill-health or near miss to your supervisor or employer.

Focus on people:
– VMV:
– VMV: Drives the dnata Vision, Mission and Values in the business and models the behaviours and intent of the VMV’s in all people leadership practices.
– Managing Performance: Sets clear and measurable objectives for direct reports at a function or department level on an annual basis in line dnata framework and process. Drives performance accountability and enables the team to achieve through appropriate support and resourcing.
– Reward & Recognition: Partners with HR to set effective reward and recognition initiatives, that drive a high-performance culture (in line with dCGM limits)
– Talent Management: Partners with HR to ensure effective Talent Management and Succession Planning are in place to mitigate the risks of skills gaps.
– Safety: Leads with safety as a priority, ensuring all decisions are made with safety in mind. Role models safety behaviours and holds direct reports accountable for fulfilling their roles in line with dnata’s safety rules and best practice
– Behaviour: acts as a role model for the leadership team and wider organisation in all people and customer interactions.

Qualifications & Experience
Experience and qualifications:
§ Bachelor degree or Diploma holder in a related field
§ 2-4 years of experience in customer service with at least 1 year in airport passenger handling.
§ English language test level 4
§ Effective communication; verbal and written.
§ Teamwork
§ Problem Solving
§ Initiative
§ Motivation
§ Work ethics

Salary & Benefits
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