Customer Service Assistant

2 days ago

Changi East Region, Singapore dnata Full time $30,000 - $40,000 per year

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

Uphold safety and/or security standards

  • 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

Operations

  • 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

Requirements

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

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