Customer Support Agent - Singapore - DNATA SINGAPORE PTE. LTD.
Description
Roles & ResponsibilitiesSummary
The Customer Services Officer is responsible for the management of customer requests and for providing assistance to customers at check-in counters. He/she manages flight requests, verifies travel documents and works with other departments to resolve customer issues. To maintain a safe working environment, he/she ensures his/her team adheres to all safety and/or security standards and escalates safety breaches to supervisors and authorities.
The Customer Services Officer 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 and is physically strong to assist passengers with lifting of their baggage. Moreover, he/she is detail-oriented, possesses excellent customer service and communication skills and handles passengers with special needs effectively.
Duties and Responsibilities
1)Provide quality customer services
· Manage and control flight requests such as seat selections and meal arrangements
· Service customers at the first-class and premium check-in counters
· Ensure all travel documents, passports and/or visas comply with verification requirements
· Manage and control discrepancies at the gates
· Handle complex customer requests
· Handle complex customer issues regarding irregular flight operations
· Generate finalised passenger manifests Resolve complex service requests regarding automated check-in systems
2)Uphold safety and/or security standards
· Interpret and follow safety and/or security standards for teams in the workplace
· Escalate reports of breaches in safety and/or security standards to relevant authorities
3)Influence organisational development
· Provide on-the-job training to team members on day-to-day tasks
· Act as mentor to team members
Requirements
Minimum GCE 5 "N" levels and above
Minimum 2 years' experience in passenger handling or equivalent experience
Tell employers what skills you haveExcellent Communication Skills
Microsoft Office
Aviation
Microsoft Excel
Interpersonal Skills
Aviation Industry
Data Entry
Good Communication Skills
Communication Skills
Team Player
Microsoft Word
Customer Service
Customer Services
Customer Service Experience