Description
As an Airport Services Agent, you will work under the direction of senior colleagues to represent Emirates and improve customer service. You will ensure operational criteria are completed within specified timeframes, adhering to the company's commercial, safety, and security policies, standards, and procedures.
You will be responsible for providing high-quality customer service during arrival and departure, ensuring the needs of various customer categories, such as unaccompanied minors and those with reduced mobility. You will also coordinate the airport operation of chauffeur-driven limousines and open the Emirates arrival information desk.
Monitor arrival immigration problems, ensuring adherence to travel, immigration, and safety regulations. You will also assist in preparing and completing pre and post-flight documentation and statistical information.
Provide cover during leave, sickness, or training as directed by the Airport Services Officer or other senior colleague. You will help deal with problems such as delays, disruptions, excess baggage, or denied boarding, ensuring customer confidence and loyalty.
Assist with check-in, boarding at the gates, hand baggage removal, handling late-to-gate customers, flight coupon reconciliation, and head count confirmation. You will monitor baggage delivery performance against agreed standards, keeping customers informed about delays or irregularities.
Support and cover the Emirates Ticket Desk functions, undertake ticketing/reservation duties, issue tickets, make and amend reservations, re-issue and re-calculate fares, carry out credit card verification, complete daily ticket sales returns, and assist with banking duties.
Also support duties in the Emirates lounge, liaise with service providers, supervise contracted staff, oversee catering, cleaning, and maintenance operations, and ensure service standards are met and maintained.
Requirements
To be considered for this role, candidates must have a minimum 'O' level or equivalent, completed professional training in Customer Services and Ground Operations, knowledge of basic fares and ticketing would be an asset, min 2 years of airline industry experience, fluency in English and local language, customer service delivery skills, and must have the right to live and work in Saudi Arabia.