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Customer Service Agent PLZ: Check-in/Boarding/Arrival/Baggage

South African Airways - Gqeberha, Eastern Cape

Closing date yi 8 ka May 2024

Customer Service Full-Time State-Owned Entity Facebook Schedule

Regrettably, this position has been removed.

Purpose

  • The incumbent is responsible to provide an excellent quality service to customers in respect of passenger handling services.
    The incumbent will perform a wide variety of duties at departures, boarding gates, arrivals, baggage; including the verification of travel documents and assisting special need passengers and premium passengers within the airport environment.

Requirements
  • Grade 12 (Matric) at NQF level 4
  • A 3-year diploma in a Travel and Tourism or relevant field will be an advantage
  • Experience derived from customer service environment will be an advantage
Skills & Competencies
  • Customer Service standards
  • Passenger Handling
  • Amadeus Altea Customer Management (CM)
  • Dangerous Goods Handling
  • Baggage Management System
  • World Tracer System
  • Baggage Reconciliation System (BRS)
  • Star Alliance Requirements
  • Verification of Travel Documents
  • Amadeus Auto Document Check (ADC)
  • Passenger Disruption Handling (IRROPs)
  • Safety Management System (SMS)
  • Station Emergency Response Plan (SERP)
  • Excellent communication (verbal and written) skills
  • Moderate to high computer proficiency
  • Problem solving skills
  • Effective time management
  • Information processing skills
  • Technical Expertise
  • Stakeholder Relationships
  • Flexibility and Adaptability
  • Drives Results
  • Organisational Awareness
  • Ethics and Integrity
  • Collaboration
Responsibilities
  • Demonstrates an understanding of the departmental strategy and plan relevant to own work outputs
  • Implements department strategy within own area of responsibility
  • Provides recommendations to support the implementation of the departmental strategy and plan
  • Contributes to the budget management and containment of costs
  • Applies cost saving initiatives continuously
  • Provides recommendations on profitability
  • Correct charging of excess baggage
  • Contribute towards cost reduction by performing role efficiently and identifying opportunities for improvement
  • Utilises resources in area of responsibility/ own area of work in a time and cost-effective manner
  • Utilises technology to enhance internal and external customer expectations
  • Executes work outputs according to customer requirements
  • Adheres to Governance and Risk Management policies, processes and systems
  • Delivers on regular, irregular and timeous reporting of information to key stakeholders
  • Participates in continuous optimisation programmes, projects and initiatives
  • Promote Airline’s customer service principles through upholding a high standard of professionalism, efficiency, consistency and personalisation when dealing with customers
  • Assist unaccompanied minors, elders and disabled passengers to ensure that their special needs are addressed accordingly
  • Assist in dealing with any problems such as keeping passengers informed of any delays, disruptions and denied boarding
  • Provide general information to customers and travel agents
  • Assist passengers as needed through arrival and check-in processes
  • Assist customers with general enquiries or directions as required
  • Interact with customer throughout the transaction to alleviate fear and build trust
  • Perform any duties assigned by superiors in line with company objectives
  • Check baggage, monitor carry-on baggage for size and quantity, and assign seats
  • Inspect and verify passenger documentation, ensuring that passengers have the correct documentation for travel
  • Perform all duties pertaining to passenger and baggage check-in, boarding of flights and charging excess baggage charges based on piece concept
  • Liaise with various work groups to resolve any challenges
  • Work on special projects if required
  • Meet and assist passengers on arrival
  • Provide information on arrival and departure times, boarding procedures, carry-on regulations, and seat assignments
  • Handle denied boarding situations by soliciting volunteers and communicating situation effectively to involuntary denied boarding customers
  • Direct customers and provide clear and concise information regarding flight delays, cancellations, denied boarding situations
  • Manage queues and self-service check-in
  • Ensure proper control of on-board hand baggage at check in and at boarding gates
  • Assist and ensure the correct handling of mishandled baggage, pilfered and damaged baggage
  • Keep detailed report regarding mishandled and damaged baggage
  • Ensure the highest level of passenger safety and care in all aspects of duty
  • Comply with service standards and standard operating procedures to ensure passengers are handled in a friendly and efficient manner at all times
  • Make public announcements as required
  • Produce all required, work-related documentation
  • Ensure compliance with CAA, Airline and airport regulations
  • Ensure all regulatory training is current
  • Ensure baggage reconciliation is done for each flight and updating statistical data
  • Clearing of all stock at check in counters and boarding gates after duties
  • Demonstrates an understanding of company policies and processes relevant to people management
  • Adheres to people processes and plans to deliver on organisational objectives
  • Participates in development initiatives to maximise own and department’s productivity
  • Embraces change initiatives in line with the vision and strategic direction of the Airline
  • Demonstrates willingness to enhance own skills and share same with immediate team members
  • Lives and role models the Airline’s values
  • Contribute towards department capacity to enable achievement of department objectives
  • Identify opportunities for improvement within sphere of control
  • Contribute to talent development (self) through acknowledged learning experiences, courses, reading and researching
Additional Information
  • While we have tried to ensure the accuracy of the information, Salary Magazine cannot accept any responsibility or liability for any errors or omissions.
  • You should always check with the Job Center or employers directly to confirm the details are still accurate before applying.
  • If you need further help with this job or any other, please feel free to ask.
  • Best of luck with your job application!
Ref No
  • SAA240419-2
Centre
  • Domestic Airport Operations
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