Guest Services Agent

Synopsis

Receive and process customer requests, and enquiries and address complaints by providing excellent customer service, to increase customer satisfaction and ensure smooth running of operations at the airport.

Accountabilities

• Perform a wide range of airport services (e.g. guest/baggage handling, check-in and boarding operations, tickets and boarding passes screening) to ensure high-quality services are delivered to all guests in compliance with safety, quality and operational objectives
• Collaborate with handling agents by supporting in executing handling operations to ensure timely and high-quality delivery of services to guests
• Support customers with connecting flights to ensure complete and timely information are provided
• Liaise with Cabin crew to ensure boarding operations are executed on time and according to safety procedures
• Execute initial security screens to ensure access to airport is properly monitored
• Receive, process, and respond to daily enquiries on a wide range of services by providing timely and high-quality support to internal/external customers to meet their requirement
• Receive and analyse complaints to ensure they are solved or addressed in the most effective manner
• Support customers on a wide range of generic services following established policies and procedure to ensure customer needs are met in the most effective manner
• Coordinate and escalate complex or specialized enquiries to responsible teams to ensure ad hoc support is provided
• Work closely with supervisors to improve the execution of assigned activities
• Track major customer complaints and report key issues to supervising colleagues
• Interact with internal teams to ensure consistent and reliable customer service
• Provide customers with dedicated support according to policies and procedures to ensure compliance to regulations and risks mitigation
• Identify and highlight potential areas of improvement to support continuous improvement of service and/or operations
• Proactively perform a wide range of assigned and emerging activities to ensure compliance with the established standards and procedures and high level of customer service

Education & Experience

• Minimum Diploma/ Bachelors level education
• 1-year of experience in a similar role is required.

About Munawala Ground Services

Munawala Ground Services LLC, fully owned by ADQ Aviation and Aerospace Services Company and a subsidiary of Etihad Airport Services – Ground LLC, is a project-based company recognized as a Ground Service Provider (GSP). Munawala delivers a comprehensive range of airport management and operational services, catering to various ground handling requirements such as Passenger, Baggage, Ramp, Cargo, Operations, and Aircraft Handling for commercial and corporate aircraft at numerous airports and airfield locations.