Sr. Customer Service Agent

Roles and Responsibilities

• Issue boarding passes
• Document verification
• PAX Assistance in arrival, departure etc.
• Handling VDBs, DBs
• Smooth cancelled operations

Collection of Excess baggage charges/taxes

Desired Candidate Profile

• Technical/Functional Expertise
• Persuasive Communication
• Customer Orientation
• System Orientation

Result Orientation

Technical & functional skills

• Team management and customer servicing
• Check-in and ensure that tickets and travel documents (passport, visas (if req.), etc) of pax are valid.
• Validate E-Tix pax identity and documents.
• Through check-in pax if applicable.
• Report blacklisted documents to the seniors immediately.
• Check for the cabin baggage and oversized and excess baggage.
• Weight and determine excess baggage, issue excess baggage tickets, and collect excess baggage charges.
• Carry out the carriers seat allocation or selection system, issue boarding pass, detach flight coupons.
• Ensure that frequent flyer programs of the airlines are professionally handled.
• Handle denied boarding process and compensation.
• Arrange for the hotel and conveyance in case of DBs and VDB’s as per the carriers guidelines and SLA.
• Direct passengers through controls to departure gate.
• Make boarding announcements and manage the boarding process, manage upgrades and downgrades, handling stand by list, reconciliation of passenger numbers with aircraft documents prior to departure.
• Collect airport and any other service taxes applicable.
• Arrange for transfer desk/connection services and baggage recheck.
• Initiate pre-flight/post-flight work.
• Ensure proper and correct information/guidance to passengers.