Customer Services Agent II

Role Overview

This position involves providing support and assistance to passengers with special needs at various airport touchpoints such as the aircraft, baggage screening, check-in counters, and transfer areas. The role requires the use of transportation methods like wheelchairs and buggies while complying with established standard operating procedures.

Key Responsibilities

• Assist disembarking passengers requiring special help by escorting them to the arrival hall and facilitating their clearance through immigration, baggage claim, and customs procedures.
• Support passengers connecting to other flights by aiding with check-in processes at transfer desks and escorting them to the Customer Care lounge.
• Collect necessary documents from check-in agents for departing passengers, escort them through formalities, direct them to the lounge, and hand over documents to the Customer Care Lounge team. Communicate with supervisors about any delays and update passengers accordingly.
• Escort passengers to boarding gates, hand over boarding cards to appropriate staff, and assist passengers to their seats on the aircraft upon completion of boarding procedures.
• Notify the Customer Services Supervisor to update records after completing services.
• Transport passengers between various points using wheelchairs or buggies as operational needs demand.
• Perform additional departmental tasks as assigned by the Head of Department, including pushing wheelchairs or operating buggies.

Additional Details

• The role is offered on a fixed-term contract of 3 years.
• Work is scheduled on shifts totaling 48 hours weekly, with paid overtime when applicable.
• Provided allowances include company transportation, housing, uniform, laundry, and meals.
• Benefits include paid annual leave and flight privileges.

Qualifications and Skills

• Fundamental literacy and numeracy abilities.
• No prior work experience is required, though 1 year of related experience is preferred.
• Effective communication skills.
• Basic understanding of airport passenger handling processes.
• Introductory knowledge of humanitarian assistance and safety regulations.