Passenger Service Agent at Swissport

• The successful candidate will be responsible for ensuring that operational excellence is delivered without compromising on quality, safety and service delivery.

MAIN RESPONSIBILITIES

Check in

• Prepare and clear check in counters pre and post flight with appropriate stationery and signage.
• Provide a welcome service to our passengers at check in, and at other customer service touch points and to assist in providing a pleasant customer experience.
• Verification of travel documentation and check in of departing passengers as per standard operating procedures.
• Assist customers during flight irregularities i.e. delays, cancellations or diverted flights, coordinating communication with affected passengers to ensure passenger experience remains positive.
• Maintain excellent customer service standards at all times.
• Provide relevant information to customer queries and provide solutions to issues which may impact the customer’s experience.

Document Verification

• Ensure document verification is carried out professionally to eliminate illegal travel, human trafficking and forgeries (counterfeit documents, imposters and basic errors) ·
• Undertake various training elements, as provided for by the organization, to ensure the required continuous learning & upskilling is maintained.
• Constantly monitor new changes in travel requirements, as applicable to document verification, and implement applicable ones in a timely manner.

Handling Baggage

• Checking and weighing passenger baggage, charging appropriate baggage fees and questioning passengers regarding their baggage items as per airline requirements.

Gate Service

• Counterchecking boarding pass, making announcements, ensuring that passengers are boarded efficiently.

Flight Control Operations ·

• Prepare all documentation in compliance with IATA and airline requirements.
• Ensure appropriate flight documentation is completed and filed.
• Flight setup and close out. · Compiling and submission of post flight messages.
• Completing airline-required gate operations for departing and arriving flights.
• Provide flight editing function to ensure that any required service requests are applied to individual passengers.
• Assist customers resolve any booking irregularities to ensure passenger experience remains positive.

REQUIREMENTS

• Diploma in Business Related Course/ Certificate in Airport Operations/ Customer Service
• Computer Literate
• Customer Service Oriented
• Integrity
• Interpersonal sensitivity
• Good communication skills
• Good judgement/observation/investigative skills
• Attention to detail
• In possession of a valid police clearance certificate (issued within the last 12 months) or ready to apply for the same as required for successful engagement.