WFS – Customer Service/Passenger Service Agent

Job Objective:

Assistance of the passenger and their baggage during the different airport processes of arrival, transit and departure. Ensuring to follow the company, airline and airport procedures whilst maintaining the highest possible level of security and safety measures with the objective that each flight departs safely, on time and with its passengers having the airport experience they expect and as stipulated from the airline customer

Job Responsibilities:

The responsibilities of this role include:

  • Act as the first point of contact with the airlines customers as they transit through the airport – ensuring that a positive and helpful attitude is portrayed at all times.
  • Ensure that all interaction with the airline customers is always aligned to the Airline standards
  • Assisting the passengers and their baggage during the standard processes of: Information, Sales, Meet & Greet, Check-in, Boarding, Lounge reception, Escort, Walk in – Walk out, Lost & Found.
  • Represent the airline offering the expected levels of customer services
  • Provide especial assistance and escort to Unaccompanied Minors (UM), deported, PRM, VIP and other special passenger.
  • Use the airline or company IT tools: DCS, World tracer, Timatic and other systems to perform all the above tasks using the personal sign-in
  • Check passenger travel documentation at check and gate for acceptance and take specific admin / security measures as required.
  • Identification of non-conforming baggage (exceeding allowances) Charge the passengers at check-in/ ABD or gate the additional services contracted or ancillaries: excess baggage, lounge access, etc.
  • Prepare and finalize properly all of the administrative processes in regards of the tasks explained above (i.e. prepare the flight configuration in the DCS, desk signs, close the gate figures, etc.)
  • Prepare and recover all the stationery, tools and items required such as: stanchions, baggage sizers, signs, boarding cards, baggage tags, leaflets, etc. leaving the working areas clean, tidy and secure.
  • Assist passengers during flight disruptions (delays, cancellations), overbooking and any other incidence according the current regulation, airline requirements and the best customer care.
  • Assist in disruption periods – support passengers in line with the Customer airline’s procedures and aligned with the Passenger charter (EU 261 legislation)
  • Report any incidence related to the Safety involving passengers, crew, staff, aircraft, baggage, cargo, facilities and equipment, Quality of the service, airport Security, Health & Safety and Environment.
  • Ensure the segregation and recycling of all used materials and residues.
  • Perform all the tasks described according the company requirements, training received and airport regulations.
  • Propose any action to improve the activity performance.

  • Competencies

  • Fluent local language and fluent English
  • Proven customer service and care skills
  • MS Office main tools
  • Team oriented mindset
  • Capacity to work under high pressure environment
  • Good written and verbal communication
  • Requirements

  • Ability to work under pressure
  • Ability to accept responsibility
  • Good communication
  • Adaptability
  • Experience of 6 months in a similar job
  • Certificate of Secondary Education
  • Due to the volume of applications we will receive, you will only be contacted if your application is successful.
  • Job Type: Part-time