Passenger Services Agent SAS
Date: 2 Apr 2024 City: Sharjah
Area of Responsibility
Areas of Responsibility Landside and Airside • Meet and Assist • Visa Services • Call Centre • Floor Walking • Check-in/Boarding • Lost and Found • Visa Check • Transfer desk • Ticketing • Boarding gates
Purpose of the Job
The purpose of this job is to provide a consistent quality service to all SAS customers at any designated area, consistent with Sharjah Aviation Services superior service delivery standards and undertake duties assigned by the Team Leader incorporating all of SAS services in order to maintain the day to day operation of the department and to perform those duties with the highest level of customer service while exceeding the required service levels of all SAS customer airlines.
Key Responsibilities
General
• Display excellent customer service skills team work and understanding to achieve customer satisfaction. Strive with the common goal to avoid complaints and achieve recognition. Ensure excellent discipline and grooming standards are displayed at all times while representing Sharjah Aviation Services in uniform. Always adhere to the set service expectations and procedures to ensure passengers are handled in a safe friendly efficient and professional manner.
• The timely and efficient service provided should at all times be carried out with use of agreed Standard Operating Procedures and in a safe and secure working environment in accordance with the International Civil Aviation Organisation ICAO Local Airport Authorities and Sharjah Aviation Services mission statement.
• Up selling and promoting a full range of services as offered from time to time to generate additional revenue stream
• Adhere to the company Safety Compliance Policy Security Policy and Health and Safety Policy.
Meet and Assist
• Meet Greet Escort and provide assistance to inbound and outbound passengers in a courteous and professional manner.
• Vigilantly monitor departing and arriving flight times bays and gates to ensure Hala passengers are expedited with the upmost efficiency.
• Provide information to customers about various SAS products and services and try to subtly turn these enquiries into sales.
• Maximize sales proactively while maintaining a professional and service orientated approach.
• Record all services and sales accurately and pass to Team Leader in a timely manner.
• Attend to the needs of passengers who may require special assistance as a result of their age or
• physical condition.
• Other duties will be assigned from time to time.
Key Responsibilities Continued
Visa Services
• Initiate process and distribute all passportvisa documentation in a courteous and professional manner in accordance with mandatory immigration regulations and customer airline procedures.
• Provide information to customers about various SAS products and services and try to subtly turn these enquiries into sales.
• Maximize sales proactively while maintaining a professional and service orientated approach.
• Record all services and sales accurately and pass to Team Leader in a timely manner.
• Attend to the needs of passengers who may require special assistance as a result of their age or physical condition.
• Maintain a systematic filing system for all relevant documentation that is required onsite.
• Other duties as assigned from time to time.
Call Centre
• Provide support and continuity between Customer andHala Services.
• Manage First and Business Lounge facilities to create a relaxed and comfortable environment for SAS guests to enjoy.
• Advise guests of all lounge amenities available to them.
• Vigilantly monitor departing flight times bays and gates to ensure Lounge passengers are expedited with the upmost efficiency.
• Effectively coordinate catering.
• Maintain effective communication with gate agents to advise of Lounge guests expected on their flights.
• Provide information to walkin customers about various SAS products and services and try to subtly turn these enquiries into sales.
• Maximize sales proactively while maintaining a professional and service orientated approach.
• Record all services and sales accurately and pass to Team Leader in a timely manner.
• Attend to the needs of passengers who may require special assistance as a result of their age or physical condition.
• Answer customer telephone and online enquiries offer comprehensive information on facilities available and convert into bookings. Document and disseminate information on all booking to all concerned.
• Monitor emails vigilantly and respondfollow up customer queries in a timely manner.
• Perform regular audit of lounge facilities checking the cleanliness of all areas and communicate any non compliance to the cleaning manager
• Ensure that products on display are in good condition and replenish the same as and when required
• Other duties as assigned as required.
Key Responsibilities Continued
Key Responsibilities Continued
Qualifications
• Computer Literacy. High School or equivalent experience
Experience
Excellent knowledge of Hala Services and airline products.
Experience Continued
Skills
Social Perceptiveness Analytical/Research Skills Critical Thinking Systems Evaluation Problem-Solving/Reasoning/Creativity Computer/Technical Literacy Multicultural Sensitivity/Awareness Flexibility/Adaptability/Managing Multiple Priorities Communications Skills (listening, verbal, written) Active Listening Judgment and Decision Making Planning/Organizing Interpersonal Abilities Management of Material Resources Teamwork
Competencies
Cultural Sensitivity Customer Orientation Proactive Accountability TeamWork Effective Communication Professionalism Consistency
About Sharjah Aviation Services