Customer Services Agent - Baggage Facilities (Passenger Services)

Job Responsibilities

• Control of baggage delivery, and Quality measurements
• World Tracer management
• Customer Services Assistance
• Issuing & following up all Lost & Found cases
• Various office duties (e-mails, telephone calls, sending passenger correspondence)
• Ensure fast and accurate baggage deliveries service
• Handover of open cases to the respective Airlines
• Follow up all pending cases and keep in constant contact with Passenger(s)
• Safeguard Passenger’s property
• Proper use of Airline’s manuals & documents
• Recording of Lost Property Found items in coordination with the Crew / Aircraft Cleaning Team
• Coordination with multiple teams and other departments
• Provide support with additional Customer Services (Passenger) duties where applicable

The list is not exhaustive and is not intended to restrict the scope of the job but clearly define a starting point and may vary depending on location and local customer requirements.

• World Tracer knowledge preferable
• In possession of at least three GCSE’s / O Level or Leaving Cert (and equivalent)
• Flexible to work on various shifts (days, evening, nights, weekends, and holidays)
• Ability to speak and understand the English language
• Ability to travel to the airport at times where public transport is not available
• Excellent communication skills (written and verbal)
• Must be computer literate, willing to type and learn airline specific computer systems
• Ability to follow processes and procedures and apply flexible approach when required
• Willingness to work in inclement weather if required
• Passionate about customer service
• Commitment to continuous improvement
• Self motivated and able to work independently and within a team
• Previous experience working in an aviation environment is desired
• Ability to speak additional languages is desired