Customer Service Agent

Job Overview

The Customer Service Agent plays a pivotal role in ensuring the safe and smooth transportation of ADAC guests within the airport terminal. The agent is responsible for providing comprehensive and updated information to passengers, enhancing the quality of service delivery, and coordinating with various stakeholders across the airport to meet and exceed customer needs.

Key Responsibilities

• Safely and efficiently transport ADAC guests within the airport premises.
• Stay fully updated on all developments within the Midfield Terminal that may impact customer service standards.
• Deliver clear and accurate guidance regarding airport rules and regulations to travelers.
• Participate in briefing sessions held by supervisors to uphold high standards, ensuring smooth handovers according to established performance criteria.
• Propose enhancements to improve customer service quality and operational systems.
• Collaborate with airport representatives to support passenger buggy transport services during arrivals and departures.
• Work alongside Midfield Terminal stakeholders to address passenger concerns and provide necessary assistance.
• Offer detailed information about airport facilities such as lounges, gates, banks, post office, restaurants, and ATMs.
• Guide travelers on airport amenities including toilets, information counters, and airline offices.
• Provide special assistance to elderly travelers, individuals with disabilities, and children.
• Oversee internal lift entrapment and panic alarm procedures aligned with ADA standard operating procedures when required.
• Gather and act on immediate passenger feedback, suggestions, unusual queries, and special requests to aid continuous improvement and contract compliance.
• Respond to emergency situations by supporting passenger needs promptly and effectively.
• Ensure strict compliance with ADA's standards, policies, and procedures.
• Report any faults to relevant departments for correction and keep the client’s Team Leader informed.
• Notify ADA and the CX Team Leader of unattended items following standard procedures.

About the Employer

DP World is a global leader in trade facilitation, aiming to enhance the flow of trade across the world and improve people's lives by creating opportunities. With over 115,000 employees from 160 nationalities across 78 countries, DP World is transforming and integrating its services in ports, marine, logistics, and technology to offer seamless supply chain solutions. The company is dedicated to innovation, employing cutting-edge technologies such as automated warehouse stacking and intelligent delivery systems to minimize disruptions and increase efficiency. DP World fosters an inclusive culture that supports diversity and empowers individuals to reach their full potential, recognizing that different perspectives drive growth and innovation. Join them in their mission to make trade flow better globally.