Customer Service Agent job in Rotherham at Swissport GB

Customer Service Agent

Company: Swissport GB

Location: Sheffield UK

Date Posted:May 12, 2018

Job Summary To provide all necessary help and support to passengers as required by our customer airlines which may include check in, baggage processing, reservations and ticketing, boarding of flights, air-bridge operation, greeting arriving passengers, handling of VIPs, provide special passenger assistance, handle customer complaints and other duties as assigned. Job Responsibilities The following responsibilities are associated with this job role: Assist passengers with self-service check-in kiosksInspect and verify passenger documentationIssue boarding passes and reschedule passengers affected by flight interruptions or cancellationsManage passenger baggage processing including handling and fee calculation if applicableAssist passengers as needed through arrival and check in processes including support for passengers with special requirements such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistanceDirect passengers through Customs, Immigration, and quarantine as requiredMake public address announcements as requiredAssist colleagues in other areas of the airport to ensure that wheelchairs, strollers and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrivalComply with all UK/Ireland/EU legislation as well as airport authority and carrier security requirementsComply with Swissport Standard Operating Procedures (SOP’s)Operate computers and specialist equipment such as air-bridge, scanners and airline specific softwareProduce work-related documentation when requiredMaintain the highest standards of safety and security at all timesOther duties as assignedCareer Progression You will commence the role as a Grade 1 Agent Level 1, after successful completion of 12 months service subject to passing the probationary period and demonstrating competence in all basic and intermediate tasks, you will become a Grade 2 employee. Following a further period of development and subject to job vacancies arising you will have the opportunity to apply for other positions /promotion.COMPANY TRAINING MODULES (to include)GE01 / UK19                                       Company Induction / Equality, Diversity and Data                                                                       ProtectionUK20A                                                Emergency Response Procedures Customer facingGE03A                                                Health & Safety Pax SpecificGE15                                                  Manual HandlingDG05                                                  Dangerous GoodsUK02                                                  Baggage ReconciliationUK08                                                  GSATGE-UK-07                                           Fire AwarenessAirline Product Knowledge                   Customer SpecificPAX01                                                Dealing with Special Passengers and PRMPAX02                                                Flight Disruption / Irregularity HandlingPAX03                                                Arrival Function / ProceduresPAX05                                                Boarding GatePAX06                                                Travel DocumentationPAX07                                                Basic Check In and Baggage AllowancePAX08                                                SalesPAX10                                                Passenger SeatingPAX11                                                Manual Check InTasks and ActivitiesMANDATORYCorporate InductionDepartmental Induction (Inc Principles of Flight)Emergency Procedures AwarenessHealth & Safety AwarenessManual HandlingDangerous Goods Regulations (DGR) AwarenessAccounting and Authorising (AAA)General Security / Fire Awareness (GSAT)Airline product KnowledgeAnimal (AVI) & Weapons AwarenessAnnouncementsArrivals Segregation & PresentationBaggage Check & Processing (Both Hand & Hold)Basic Flight/ Ticket Disruption Handling AwarenessCheck-In Procedures (Manual)Distribute Issue Light Refreshment VouchersPassenger Boarding ProceduresPassenger with restricted Mobility (PRM) ServicesPassport & VISA ChecksSeating Allocation at Check-InSpecial Assistance Duties (UM etc.)Travel Services Product Sales (Lounge/Concierge etc.)Airline Check-In SystemsPassenger Marshalling (Inc Pass Guidance Systems)OPERATIONALAircraft Cleaning (Internal)Airline Revenue PaymentsCheck-In Procedures (Open & Close)Departure Gate Control/ Oversee ActivitiesEquipment CheckingGate Bag payment HandlingIntroduction to Lounge ServicesKiosk Hosting / Bag Drop SupervisionPassenger with Restricted Mobility (PRM) ServicesProperty Irregularity Reports (PIR)Assist with Dispatch Duties as Required   NOTE: This is not exhaustive and may vary depending on location and operational / local customer requirements.   Qualifications & Competencies In possession of at least three GCSE’s / O Level or Leaving Cert (and equivalent)Flexible to work on various shifts (days, evening, nights, weekends, and holidays)Ability to speak and understand the English languageAbility to travel to the airport at times where public transport is not availableExcellent communication skills (written and verbal)Must be able and willing to type and learn airline specific computer systemsAbility to follow processes and procedures and apply flexible approach when requiredWillingness to work in inclement weather if requiredPassionate about customer serviceCommitment to continuous improvementSelf motivated and able to work independentlyPrevious experience working in an aviation environment is desiredAbility to speak additional languages is desired View full job description
JobCentre Plus 11 months ago
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