Customer Experience Specialist

Description

• Provide customer service/experience
• Check in Passengers, issue boarding pass, seat selection and verify immigration documentation 
• Check in baggage – ensure Company regulations regarding size/weight are complied with collect excess charges
• Make reservations
• Provide passengers with relevant information, including Customs and Immigration requirements 
• Perform Baggage Tracing duties
• Coordinate the boarding of passengers onto the aircraft:
  • Ensure safety procedures are followed
  • Monitor carry-on baggage
  • Assist passengers as required
• Operate loading bridges
• Handle disruptions, irate passengers/oversells and those affected by irregular operations
• Handle VIP’s where applicable or no Concierge
• Assist physically challenged passengers ensuring that all DOT regulations, accommodating all needs. 
• Handle and account for documents in accordance with Company regulations.
• May be required to service First Class Lounge to provide check in, information assistance etc. to passengers.
• Update records in PSS as required to ensure proper processing of passengers at next point of contact.
• Maintain all Company standards including Uniform.
• In the absence of Manager or Lead Customer Service Agents make, carry out and document decisions necessary to ensure the efficient operation of the work unit and protect Company interests
• Ensure that all necessary supplies and material are on hand in sufficient quantity
• Collect and compile statistical data

Qualifications

• Must have an ability to use tact, good judgement and initiative;
• Must be capable of expressing self in a clear and pleasant manner;
• Ability to work under pressure with a minimum of supervision;
• Must wear Company uniform as prescribed and conform to Company grooming standards;
• Must be able to stand for extended period of time;
• Must, after training, be able to efficiently use the Company’s automated reservations, ticketing and baggage tracing systems;
• Must be able to lift seventy (70) lbs unaided;
• Must maintain an acceptable attendance record;
• Must be able to work shift work including irregular shifts and overtime when required/directed.

• Required to wear Company provided hearing protection when working in designated high noise areas.
• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibly of the candidates applying for this position.