Summary
DP World is seeking a Customer Service Agent to support passengers in an airport terminal. The role includes providing information about airport services and facilities, coordinating passenger buggy transport, and assisting passengers, including older people, people of determination and children. Duties also include responding to emergencies, reporting faults and unattended items, following ADA procedures, and collecting passenger feedback. The posting does not state a location, salary, visa conditions or specific qualifications.
The posting
As published on dpworld.com. Pulled from the employer's site and shown as they wrote it.
- Safe and efficient transport of ADAC guests within the airport terminal.
- Ensure all relevant information is readily available and remain abreast of all changes within Midfield Terminal that may affect the quality of customer service delivery.
- Provide clear and concise information to the airports’ passengers with regards to appropriate rules and regulations.
- Attend briefing sessions, conducted by superiors to maintain high standards at all times and carry out handover procedures in line with agreed standards of performance.
- Where relevant, suggest improvements to levels of customer service delivery and other systems of work to improve the quality of service to all customers.
- Coordinate with other airport representatives to provide assistance related with passenger's buggy transport service - arrival/departure
- Coordinate with Midfield Terminal stakeholder employees to extend assistance and solve customer's problems if any.
- Understand and provide complete/detailed information relating to the services available in the airport i.e. lounges, gates, banks, post office, restaurants, ATM machines, etc.
- Understand and provide information about airport facilities (i.e. toilets, information counters, airline office, etc.) to travelling passengers.
- Provide assistance and guidance to passengers as and when necessary (especially elderly / people of determination / children).
- Monitors and manages the Internal lift entrapment and panic alarm process in line with ADA SOP (where required).
- Collect and use ‘on-the-spot’ passenger feedback, suggestions, recommendations, unusual questions, special request in support of continual improvement and contract reporting purposes.
- Support and respond to passengers needs in the event of an emergency arising.
- Ensure adherence to ADA standards, policies, processes and procedures.
- Reporting faults to the concerned departments for rectification and keeping the client's Team Leader advised.
- Report unattended items to ADA and according to SOP, keeping the CX Team Leader informed.