Summary

The Customer Service Assistant I/II provides assistance to customers at check-in counters. He/she ensures that passengers’ details match the information on travel documents and handles customer issues regarding flight operations and automated check-in systems. To maintain a safe working environment, he/she complies with all safety and/or security standards and reports safety and/or security breaches to officers and supervisors.

The Customer Services Agent demonstrates professional behaviour when responding to passenger complaints and acts as a service ambassador for the organisation. He/She works in shifts to accommodate round-the-clock flight arrivals and departures. He/She is physically strong to assist passengers with lifting of their baggage. Furthermore, he/she is service-oriented, possesses good communication skills as well as handles passengers with special needs in an appropriate manner.

Duties and Responsibilities

Provide quality customer services

• Service customers at the check-in counters
• Verify passengers’ identities at the gates
• Verify information on travel documents, passports and/or visas
• Provide support to special needs customers
• Handle customer issues regarding irregular flight operations
• Process customer documentation
• Handle customer issues regarding automated check-in systems

Uphold safety and/or security standards

• Interpret and follow individual safety and/or security standards in the workplace
• Identify and report breaches of safety and/or security standards in the workplace
• Perform any ad-hoc duties as assigned by the reporting manager or department head

Operations

• Leads and manages the boarding gates in coordination with turnaround aircraft activities to ensure the safe and timely departure of flights.
• Monitors and ensures that the agreed service requirements for the respective airlines are effectively implemented, including boarding sequence and hand baggage collection.
• Oversees activities at the boarding gate, ensuring accurate reconciliation of boarding passes with the manifest and passenger boarding figures, and provides “Boarding Complete?” clearance to the FIC/GD/TCO.
• Implements airline-specific boarding procedures and announcements to ensure a smooth boarding process.
• Updates flight details on gate screens to keep passengers informed and updated.
• Communicates promptly with FIC/GD/TCO regarding passenger offloads or no-shows, ensuring that necessary arrangements (e.g., offloading baggage, updating load sheets) are carried out smoothly, safely, and efficiently.
• Operates aircraft passenger loading bridges for both arriving and departing flights, adhering to safety and operational procedures to prevent any potential ground damage to the aircraft.
• Reviews passenger boarding numbers to ensure accurate reconciliation with the manifest.
• Maintains communication with the crew and airline representatives to keep all key stakeholders informed about important flight details.
• Perform any ad-hoc duties as assigned by the reporting manager or department head

Requirements

• Minimum GCE 5 “N” levels and above
• Customer service experience preferred