Customer Service Agents at Jambojet

Role Purpose Statement

• Under the general direction and guidance of the Lead Customer Service Agent, the Customer Service gent is responsible for delivering high-quality customer service, ensuring adherence to safety and security standards during operations, and efficiently handling various customer-related tasks. This role involves disseminating information, managing sales, maintaining compliance with company policies, and enhancing customer experience at all touchpoints.

Accountability

• Ensure adherence of safety and security standards during operations.
• Direct impact on customer satisfaction, service quality, and operational efficiency.
• Decisions affect customer experience, safety and security compliance, and revenue generation.

Authority

• Has the authority to apply all safety, security, and service standards and procedures as applied in and not limited to this manual.
• Support station emergency response program as per the requirements of the station emergency response plan.
• Has authority to make decisions on risk tolerability when risks are acceptable.

Key Responsibilities

• Attend briefing sessions.
• Adherence to grooming standards and Uniform policy.
• He /she shall communicate accurate and correct passenger and baggage data to load control for proper aircraft loading.
• To provide safe, secure, efficient and customer focused passenger services in compliance with regulatory requirements & Company’s policies.
• Ensure efficient and effective passenger service in compliance with company policies, procedures, and approved Service Level Agreements (SLAs).
• Adhere to safety and security standards in operations, complying with relevant statutory and industry requirements.
• Provide accurate information to passengers and stakeholders, preventing service lapses due to lack of information.
• Identify and report hazards, near misses, incidents, and accidents to maintain a healthy, safe, and secure working environment.
• Implement departure and arrival processes in strict compliance with safety and security procedures, ensuring punctuality.
• Provide effective remedial actions in case of service disruptions, delays, or denied boarding.
• Offer the best available fares, generate passenger and ancillary sales revenue, promote direct sales to reduce distribution costs, and enhance revenue collection to meet company targets.
• Recruit new customers and manage existing ones to win and retain loyalty.
• Enhance accurate flight reconciliation and ensure timely transmission of post-departure messages.
• Ensure systems, equipment, and stationery are in working condition for efficient delivery of services.
• Mishandled Baggage Management: Manage mishandled baggage processes, communicate with affected passengers, and liaise with the insurance department on claims.

Know-How

• Technical Knowledge: Proficiency in customer service operations and airline-specific systems.
• Management Skills: Time management and multitasking abilities in a dynamic environment.
• Human Relations Skills: Strong communication and interpersonal skills for effective customer interaction.
• Specialized Knowledge: Familiarity with airline industry standards, safety and security protocols, and baggage handling procedures.

Problem-Solving

• Thinking Environment: Fast-paced and customer-focused, requiring quick and effective decision-making.
• Thinking Challenge: Balancing customer satisfaction with adherence to safety, security, and operational protocols.

Qualifications

• Education: A minimum of diploma in hospitality, passenger handling or its equivalent in a relevant field.
• Experience: Experience in customer service, preferably in the airline or travel industry.
• Certifications: Relevant customer service or airline industry certifications are advantageous.