Job Summary

To provide all necessary and required passenger/customer services as contracted by the customer to include but not be limited to baggage processing, terminal/gate check-in, greeting arriving passengers, handling of VIPs, provide special passenger assistance and other duties as assigned

Responsibilities

• Prepare and clear check in counters pre and post flight with appropriate stationery and signage
• Provide a welcome service to 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
• Counter checking boarding pass, making announcements, ensuring that passengers are boarded efficiently
• 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
• Be able to perform Check-In, Gate, Transfers, Lost & Found duties
• Charging applicable excess baggage fees
• Assist passengers as needed through arrival and check in processes including support for passengers with special needs such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance
• Direct passengers through Customs, Immigration, and Quarantine, as required
• In charge of Gate activities such as set-up (including airline specific presentations), permanent communication with Flight coordinator close-out of flight, boarding process and accuracy of final passenger figures, initiate search for missing passenger and communicate baggage details for missing passengers
• Contribute to on time performance of flight through proactive handling of Passenger Service related matters
• Make public address announcements as required, i.e. delay, boarding, last call etc.
• Assist Ramp team to ensure that wheelchairs, strollers and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival
• Adherence and compliance to all Standard Operating Procedures (Swissport & Carrier Specific)
• Operate equipment like computer keyboards, and carrier specific reservation/ ticketing software
• Produce all required, work-related documentation
• Uphold and protect the company’s interests and image while at the Terminal / Airside
• Protect customer (airlines) supplied products e.g. Boarding passes, Tags, Signage etc. from loss or damage by strictly adhering to written down procedures
• Ensure compliance with uniform standards in line with appearance, and personnel protective equipment policies where applicable
• Provide relevant information to customer queries and provide solutions to issues which may impact the customer’s experience
• Report all irregularities to the appropriate supervisor/manager
• Carry out any additional duties as instructed by management

Qualifications and Competencies

• Saudi Only.
• High School diploma
• Passionate about customer service and must have relevant work experience
• Excellent communication skills (written and verbal) in English, Arabic in addition is an advantage
• Commitment to continuous improvement
• Self motivated and able to work independently
• Attentive to detail and numerate
• Ability to follow processes and procedures and apply flexible approach when required
• Must be able to type and learn airline specific computer reservation/ ticketing software
• Willingness to work in inclement weather
• Flexible to work on various shifts (days, evening, nights, weekends, and holidays)