An Airline Customer Service Agent

  

·         Airline customer service agents are responsible for making sure that passengers and their luggage safely board the right aircraft at the right time

·         In this role you will often be the first person that passengers meet as they start their journey so you need to give them a warm welcome and a positive experience

·         If you like working in a lively fast-paced environment and you enjoy meeting people from different countries and cultures this job could be perfect for you

·          You need to have excellent customer service skills to greet help and reassure passengers some of whom may be anxious or upset

                                             Job Profile

Airline customer service agents are sometimes known as passenger service agents or check-in assistants. In this role, you would usually work for an airline, or for a ground services agent on behalf of an airline.

Your daily tasks will usually include:

·         Dealing with passenger enquiries about flight departures and arrivals

·         Checking passengers in giving seat numbers

·         Providing boarding passes and luggage labels

·         Telling passengers about luggage restrictions

·         Weighing baggage and collecting any excess weight charges

·         Taking care of people with special needs, and unaccompanied children

·         Calming and reassuring nervous passengers.

You may sometimes help passengers through immigration and customs, or escort passengers who have flight connections. You will also specialise in different areas of airport work.

                                               Training

Once you start work, your initial training programme will usually last from four to eight weeks. It will cover:

·         Basic procedures

·         Knowledge of the airport

·         Security training

·         Emergency and evacuation procedures

·         Using the public address system

·         Manual handling

This may be followed by further training, which would include working alongside and observing existing Senior staff Members

                           Skills, interests and qualities

To become an airline customer service agent, you will need:

·         Excellent customer service skills

·         Strong written and communication skills

·         A polite and professional approach

·         The ability to solve problems

·         The ability to deal tactfully with upset or angry passengers

·         Basic Computer skills

·         The ability to work well in a team

·         A Degree from a recognized University

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