Passenger Service Officer

Key responsibilities

• To ensure that each customer receives a high quality experience of professional service
• Be the first point of contact relating to any special enquires from agents and passengers
• Oversee daily check-in process, help the agents handout Air China’s leaflets, such as international/domestic transfer, stopover hotel information, be responsible for completing the form of “Weekly Passenger Service Check List”.
• Deal with all over-weight luggage, upgrading, date change enquires and ensure all payments are charged correctly
• Act as main point of contact for luggage handling agents, resolve luggage complaints and problems raised by passengers
• Help promote Air China’s frequent flyer programme, be able to upgrade passenger using miles through check-in system.
• Organize routine meetings before each flight with ground handling agent, collect information and feedback regularly and report all the concerns to senior management personnel.
• Help ground agent with lounge boarding.
• Check attendance of all agents, and ensure whether all the notice boards are placed as requested by Air China.
• Oversee boarding procedures at the gate
• Compile daily/weekly account report and collect all payments
• Ensure that all necessary paperwork is completed accurately and promptly
• Ensure all special requests are placed, such as WCHR, INF
• Input crew name list into the system
• Send out meals order to catering company
• Ensure that security standards are never compromised and remain vigilant throughout the check-in process.
• Help transfer passengers to arrange hotel accommodation and rebook the connecting flight if flight delays
• Ensure all transactions made on the day are recorded in the EAPES system, enter departure/arrive time, passenger figure and catering data into the EAPES system.
• Understand and be familiar with Air China’s reservation and check-in system, be able to issue/exchange/refund ticket independently
• Be responsible for overseeing all cargo loading and unloading and complete “Weekly Airside Safety Check Form”.
• Regularly check the stock of all labels and tags, apply for excess bag tickets and MCO ticket from city office
• Take part in all training and self-study course.
• Complete all work/test requested by General Manager and Station Manager.
• Be available to work outside the normal hours of work if there is any service disruption

Qualifications:

• Relevant NVQ level 3 (or above) or equivalent
• Must be able to provide records for last 5 years of employment/education history
• Clean Criminal Record Check

Skills:

• Good team player with ability to work independently
• Ability to demonstrate high levels of customer service - excellent understanding of the importance of customer service
• Creative and open minded - finding ways to achieve exceptional service standards
• Demonstrate care and be passionate about the quality of service given
• Show a willingness to change approach, adapt to new ideas and suggestions
• Excellent communication and interpersonal skills
• Organised with the ability to multi-task
• Ability to work under pressure in a fast-paced commercial environment
• Ability of speaking mandarin is a preference

Knowledge/Experience:

• The successful candidate is likely to possess over a year’s working experience within an airport environment
• Previous experience in a customer services role highly desirable

Job Type: Full-time

Salary: From £20,640.00 per year

Benefits:

• Employee discount

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus scheme
• Performance bonus
• Safety bonus
• Yearly bonus

COVID-19 considerations:
All staff need to wear PPEs during work.

Work Location: In person

Expected start date: 01/06/2023