Customer Services Agent at Fly Emirates

Job Purpose

Assist customers during arrival and departure, ensuring high-quality and professional service at all times. This includes identifying the needs of various customer categories, such as unaccompanied minors and customers with reduced mobility, and providing appropriate special services and facilities.

Coordinate the chauffeur-driven limousine service for eligible customers upon arrival and manage the Emirates arrival information desk. Address arrival immigration issues, gather necessary documentation, and ensure compliance with travel, immigration, and safety regulations. Monitor check-in processes, inform customers of delays, prioritize Premium customers, and maintain service standards.

Assist in, and if necessary, oversee the preparation and completion of pre- and post-flight documentation and statistical reporting to ensure accurate data management. Provide support during the absence of senior team members as directed by the Airport Services Officer or other senior colleagues.

Handle problems such as delays, disruptions, excess baggage, or denied boarding by implementing solutions within the guidelines provided by senior staff, maintaining customer confidence and loyalty. Ensure eligible customers receive accommodation and transport as per applicable procedures.

Support check-in and boarding procedures, make announcements, handle late-to-gate customers, manage hand baggage removal, reconcile flight coupons, and confirm head counts to ensure safe and timely flight departures.

Monitor baggage delivery performance, inform customers of any delays or issues, and maintain efficient baggage service according to Emirates Standard Operating Procedures. Perform duties in the Emirates lounge, liaise with service providers, supervise contracted staff, and ensure service standards in catering, cleaning, and maintenance are met.

Make operational decisions based on local procedures and work across all areas of the operation, including check-in, boarding, ramp, lounge, and other Airport Operations areas as directed by senior staff. Adhere to health and safety requirements and safe working practices.

Qualifications & Experience

  • A good level of secondary education or equivalent.
  • Experience in Airport Passenger Services handling.
  • Knowledge of Departure Control systems.
  • Completion of professional training courses in Passenger Services and Ground Operations.
  • Knowledge of Reservations & Ticketing is advantageous.
  • Fluency in English.
  • Legal right to live and work in the United Kingdom. The company does not assist with obtaining work permits.

Salary & Benefits

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