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
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