Customer Service Agent

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Customer Service Agent

Date Posted: 17 January 2018

Contract Type: Part-time

Ref: CSALHR6916

Salary: £7.50

London Heathrow

Customer Service Agents 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.


Initially this is a 30 hours per week requirement. Additional hours may be available if operationally required.


Job Responsibilities

The following responsibilities are associated with this role:

    Assist passengers with self-service check-in kiosks Inspect and verify passenger documentation Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations Manage passenger baggage processing including handling and fee calculation if applicable Assist 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 assistance Direct passengers through Customs, Immigration, and Quarantine as required Make public address announcements as required Assist 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 arrival Comply with all UK/Ireland/EU legislation as well as airport authority and carrier security requirements Comply with Company Standard Operating Procedures (SOP’s) Operate computers and specialist equipment such as air-bridge, scanners and airline specific software Produce work-related documentation when required Other duties as assigned


Qualifications and Competencies

    A good standard of general education Flexible to work on various shifts (days, evening, nights, weekends, and holidays) Ability to speak and understand the English language Ability to travel to the airport at times where public transport is not available Excellent communication skills (written and verbal) Must be able and willing to type and learn airline specific computer systems Ability to follow processes and procedures and apply flexible approach when required Passionate about customer service Self motivated and able to work independently Previous experience working in an aviation environment is desired Ability to speak additional languages is desired

Documents and info required

    Passport NI Card Proof of address (bank statement, utility bill or full driving license) 5 years’ work/education history with no gaps CRC/GSAT will be required