Customer Service Agent for SA Airways | Onsite CT
| Job Purpose | The incumbent is responsible to provide an excellent quality service to customers in respect of passenger handling services. The incumbent will perform a wide variety of duties at departures, boarding gates, arrivals, baggage; including the verification of travel documents and assisting special need passengers and premium passengers within the airport environment. |
| Principal Accountabilities | Demonstrates an understanding of the departmental strategy and plan relevant to own work outputsImplements department strategy within own area of responsibilityProvides recommendations to support the implementation of the departmental strategy and planContributes to the budget management and containment of costsApplies cost saving initiatives continuouslyProvides recommendations on profitabilityCorrect charging of excess baggageContribute towards cost reduction by performing role efficiently and identifying opportunities for improvementUtilises resources in area of responsibility/ own area of work in a time and cost-effective mannerUtilises technology to enhance internal and external customer expectationsExecutes work outputs according to customer requirementsAdheres to Governance and Risk Management policies, processes and systemsDelivers on regular, irregular and timeous reporting of information to key stakeholdersParticipates in continuous optimisation programmes, projects and initiativesPromote Airline’s customer service principles through upholding a high standard of professionalism, efficiency, consistency and personalisation when dealing with customersAssist unaccompanied minors, elders and disabled passengers to ensure that their special needs are addressed accordinglyAssist in dealing with any problems such as keeping passengers informed of any delays, disruptions and denied boardingProvide general information to customers and travel agentsAssist passengers as needed through arrival and check-in processesAssist customers with general enquiries or directions as requiredInteract with customer throughout the transaction to alleviate fear and build trustPerform any duties assigned by superiors in line with company objectivesCheck baggage, monitor carry-on baggage for size and quantity, and assign seatsInspect and verify passenger documentation, ensuring that passengers have the correct documentation for travelPerform all duties pertaining to passenger and baggage check-in, boarding of flights and charging excess baggage charges based on piece conceptLiaise with various work groups to resolve any challengesWork on special projects if requiredMeet and assist passengers on arrivalProvide information on arrival and departure times, boarding procedures, carry-on regulations, and seat assignmentsHandle denied boarding situations by soliciting volunteers and communicating situation effectively to involuntary denied boarding customersDirect customers and provide clear and concise information regarding flight delays, cancellations, denied boarding situationsManage queues and self-service check-inEnsure proper control of on-board hand baggage at check in and at boarding gatesAssist and ensure the correct handling of mishandled baggage, pilfered and damaged baggageKeep detailed report regarding mishandled and damaged baggageEnsure the highest level of passenger safety and care in all aspects of dutyComply with service standards and standard operating procedures to ensure passengers are handled in a friendly and efficient manner at all timesMake public announcements as requiredProduce all required, work-related documentationEnsure compliance with CAA, Airline and airport regulationsEnsure all regulatory training is currentEnsure baggage reconciliation is done for each flight and updating statistical dataClearing of all stock at check in counters and boarding gates after dutiesDemonstrates an understanding of company policies and processes relevant to people managementAdheres to people processes and plans to deliver on organisational objectivesParticipates in development initiatives to maximise own and department’s productivityEmbraces change initiatives in line with the vision and strategic direction of the AirlineDemonstrates willingness to enhance own skills and share same with immediate team membersLives and role models the Airline’s valuesContribute towards department capacity to enable achievement of department objectivesIdentify opportunities for improvement within sphere of controlContribute to talent development (self) through acknowledged learning experiences, courses, reading and researching |
| Qualifications & Experience | Grade 12 (Matric) at NQF level 4A 3-year diploma in a Travel and Tourism or relevant field will be an advantageExperience derived from customer service environment at an airline will be an advantage |