Customer Service Assistant I/II

Join to apply for the Customer Service Assistant I/II role at dnata

Join to apply for the Customer Service Assistant I/II role at dnata

Summary
The Customer Service Assistant I/II provides assistance to customers at check-in counters. He/she ensures that passengers' details match the information on travel documents and handles customer issues regarding flight operations and automated check-in systems. To maintain a safe working environment, he/she complies with all safety and/or security standards and reports safety and/or security breaches to officers and supervisors.

Customer Service Assistant I
Summary
The Customer Service Assistant I/II provides assistance to customers at check-in counters. He/she ensures that passengers' details match the information on travel documents and handles customer issues regarding flight operations and automated check-in systems. To maintain a safe working environment, he/she complies with all safety and/or security standards and reports safety and/or security breaches to officers and supervisors.
The Customer Services Agent demonstrates professional behaviour when responding to passenger complaints and acts as a service ambassador for the organisation. He/She works in shifts to accommodate round-the-clock flight arrivals and departures. He/She is physically strong to assist passengers with lifting of their baggage. Furthermore, he/she is service-oriented, possesses good communication skills as well as handles passengers with special needs in an appropriate manner.
Duties And Responsibilities
Provide quality customer services

• Service customers at the check-in counters
• Verify passengers' identities at the gates
• Verify information on travel documents, passports and/or visas
• Provide support to special needs customers
• Handle customer issues regarding irregular flight operations
• Process customer documentation
• Handle customer issues regarding automated check-in systems
  

• Interpret and follow individual safety and/or security standards in the workplace
• Identify and report breaches of safety and/or security standards in the workplace
• Perform any ad-hoc duties as assigned by the reporting manager or department head
  

• Leads and manages the boarding gates in coordination with turnaround aircraft activities to ensure the safe and timely departure of flights.
• Monitors and ensures that the agreed service requirements for the respective airlines are effectively implemented, including boarding sequence and hand baggage collection.
• Oversees activities at the boarding gate, ensuring accurate reconciliation of boarding passes with the manifest and passenger boarding figures, and provides "Boarding Complete?" clearance to the FIC/GD/TCO.
• Implements airline-specific boarding procedures and announcements to ensure a smooth boarding process.
• Updates flight details on gate screens to keep passengers informed and updated.
• Communicates promptly with FIC/GD/TCO regarding passenger offloads or no-shows, ensuring that necessary arrangements (e.g., offloading baggage, updating load sheets) are carried out smoothly, safely, and efficiently.
• Operates aircraft passenger loading bridges for both arriving and departing flights, adhering to safety and operational procedures to prevent any potential ground damage to the aircraft.
• Reviews passenger boarding numbers to ensure accurate reconciliation with the manifest.
• Maintains communication with the crew and airline representatives to keep all key stakeholders informed about important flight details.
• Perform any ad-hoc duties as assigned by the reporting manager or department head
  

• Minimum GCE 5 "N" levels and above
• Customer service experience preferred

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Airlines and Aviation

Referrals increase your chances of interviewing at dnata by 2x

Get notified about new Customer Service Assistant jobs in Changi, East Region, Singapore .

Customer Service Part Time (In Store)- Decathlon City Square, JB

Johor Baharu, Johore, Malaysia 3 months ago

Customer Service Officer (Contact Centre)

Officer, Inbound Customer Service - Wealth Operations

Customer Service (Contact Centre) |