Customer Service Agent ORTIA: Check-in/Boarding/Arrival/Baggage - Kempton Park at South African Airways (SAA)

Job Purpose    
The incumbent is responsible to provide an excellent quality service to customers in respect of passenger handling services.

The incumbent will perform a wide variety of duties at departures, boarding gates, arrivals, baggage; including the verification of travel documents and assisting special need passengers and premium passengers within the airport environment.

Principal Accountabilities    

• Demonstrates an understanding of the departmental strategy and plan relevant to own work outputs
• Implements department strategy within own area of responsibility
• Provides recommendations to support the implementation of the departmental strategy and plan
• Contributes to the budget management and containment of costs
• Applies cost saving initiatives continuously
• Provides recommendations on profitability
• Correct charging of excess baggage
• Contribute towards cost reduction by performing role efficiently and identifying opportunities for improvement
• Utilises resources in area of responsibility/ own area of work in a time and cost-effective manner
• Utilises technology to enhance internal and external customer expectations
• Executes work outputs according to customer requirements
• Adheres to Governance and Risk Management policies, processes and systems
• Delivers on regular, irregular and timeous reporting of information to key stakeholders
• Participates in continuous optimisation programmes, projects and initiatives
• Promote Airline’s customer service principles through upholding a high standard of professionalism, efficiency, consistency and personalisation when dealing with customers
• Assist unaccompanied minors, elders and disabled passengers to ensure that their special needs are addressed accordingly
• Assist in dealing with any problems such as keeping passengers informed of any delays, disruptions and denied boarding
• Provide general information to customers and travel agents
• Assist passengers as needed through arrival and check-in processes
• Assist customers with general enquiries or directions as required
• Interact with customer throughout the transaction to alleviate fear and build trust
• Perform any duties assigned by superiors in line with company objectives
• Check baggage, monitor carry-on baggage for size and quantity, and assign seats
• Inspect and verify passenger documentation, ensuring that passengers have the correct documentation for travel
• Perform all duties pertaining to passenger and baggage check-in, boarding of flights and charging excess baggage charges based on piece concept
• Liaise with various work groups to resolve any challenges
• Work on special projects if required
• Meet and assist passengers on arrival
• Provide information on arrival and departure times, boarding procedures, carry-on regulations, and seat assignments
• Handle denied boarding situations by soliciting volunteers and communicating situation effectively to involuntary denied boarding customers
• Direct customers and provide clear and concise information regarding flight delays, cancellations, denied boarding situations
• Manage queues and self-service check-in
• Ensure proper control of on-board hand baggage at check in and at boarding gates
• Assist and ensure the correct handling of mishandled baggage, pilfered and damaged baggage
• Keep detailed report regarding mishandled and damaged baggage
• Ensure the highest level of passenger safety and care in all aspects of duty
• Comply with service standards and standard operating procedures to ensure passengers are handled in a friendly and efficient manner at all times
• Make public announcements as required
• Produce all required, work-related documentation
• Ensure compliance with CAA, Airline and airport regulations
• Ensure all regulatory training is current
• Ensure baggage reconciliation is done for each flight and updating statistical data
• Clearing of all stock at check in counters and boarding gates after duties
• Demonstrates an understanding of company policies and processes relevant to people management
• Adheres to people processes and plans to deliver on organisational objectives
• Participates in development initiatives to maximise own and department’s productivity
• Embraces change initiatives in line with the vision and strategic direction of the Airline
• Demonstrates willingness to enhance own skills and share same with immediate team members
• Lives and role models the Airline’s values
• Contribute towards department capacity to enable achievement of department objectives
• Identify opportunities for improvement within sphere of control
• Contribute to talent development (self) through acknowledged learning experiences, courses, reading and researching

Qualifications & Experience    

• Grade 12 (Matric) at NQF level 4
• A 3-year diploma in a Travel and Tourism or relevant field will be an advantage
• Experience derived from customer service environment will be an advantage

Knowledge and Skills    

• Customer Service standards
• Passenger Handling
• Amadeus Altea Customer Management (CM)
• Dangerous Goods Handling
• Baggage Management System
• World Tracer System
• Baggage Reconciliation System (BRS)
• Star Alliance Requirements
• Verification of Travel Documents
• Amadeus Auto Document Check (ADC)
• Passenger Disruption Handling (IRROPs)
• Safety Management System (SMS)
• Station Emergency Response Plan (SERP)
• Excellent communication (verbal and written) skills
• Moderate to high computer proficiency
• Problem solving skills
• Effective time management
• Information processing skills

Attributes    

• Technical Expertise
• Stakeholder Relationships
• Flexibility and Adaptability
• Drives Results
• Organisational Awareness
• Ethics and Integrity
• Collaboration