Job Description
Dnata is seeking a Customer Service Agent to provide high-quality service and travel experiences to passengers in designated areas such as check-in, boarding, mishandled baggage, and special handling. The role involves following airline policies, operating procedures, and SLAs, as well as being available on shifts. The agent should discuss safety concerns openly and report them to the team leader. Should also comply with safety, quality, and environmental management policies to ensure a healthy work environment.
The agent will process passengers using customer handling systems in line with regulatory, dnata, and SLAs. Will also check equipment and check-in areas to prevent delays or disruptions, ensure baggage acceptance aligns with international and local regulations, and solve issues raised by passengers during check-in, boarding, or transfer.
The agent will also handle mishandled baggage, coordinate activities for buggy operators and wheelchair attendants, and control flights through the Departure Control System (DCS) by assessing passenger load and amending levels for No Reservations, Staff Acceptance, Upgrades, and Downgrades.
Job Requirements
To be successful in this role, candidates must have a high school certificate or diploma in business administration
- High School with a certificate: 2-4 years of experience in customer services activities with at least 1 year in Airport Passenger Handling (Check-in and Boarding).
- Diploma Holder: 0-2 years of experience in customer services activities with at least 1 year in Airport Passenger Handling (Check-in and Boarding).
Should have a good understanding of airlines' customer service products, aviation terminology, Departure Control System usage, ICAO Conditions of Carriage, local/international regulations, IATA, IT and computer literacy, Level 5 English language skills, safety awareness, planning and organization, communication, customer management skills, and knowledge of geography and countries.
Job Details
Company: Emirates Group
Employment Type: Full-time
Job Location: Dubai, United Arab Emirates