Passenger Services Agent ABY

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. 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 Local Airport Authorities and customer airlines regulations
• Effectively communicate and maintaining a good working relationship with colleagues as well as outstations Customer Airlines and various Government Departments Security  Customs and Police.  
• Representing the Company in a professional manner
• To maintain housekeeping rules and adhere to the companys uniform and grooming standards all times.
• To carry out effective shift handovers
• To ensure that Health and Safety requirements are adhered to and report those that are not
• To immediately report to the Baggage ControllerManager any injuries accidents incident
Lost and Found
• Perform tasks assigned by the Lost and Found Team Leader.
• Create World TracerBSS Air Arabia reports for mishandled baggage or property irregularity.
• Update systems regularly and respond to passenger queries appropriately.
• Carry out any follow up worksecondary tracing on above files.
• Regularly monitor and clear the action files and maintain regular contact with disrupted passengers. 
• Ensure the delivery of claimed baggage is done against correct documentation in line with airline contracts.
• Answer and act swiftly to any telephone calls and other queries.
• Ensure correct proceduresdocumentation is carried out for the transportation of unaccompanied hold baggage Rush Bags.
• Communicate promptly with dispatch the number of rush baggage planned per flight.
• Register and store lost and found propertyunclaimed baggage in accordance with the company policy.
• Hand over to Customs and Airline officials all relevant found property.
• Maintain daily communication with BMA Team Leader re prompt delivery of rush baggage to aircraft.
• Assist in guiding passengers within the arrival concourse and with any query
• Allocate inbound flight to the corresponding baggage belt and update the FIDS system according to the belt allocation.
• Record accurate baggage delivery timings
• Maintain effective communication with outstations
• Recording reporting tracking and monitoring of all baggage held in LZ store

Key Responsibilities Continued

 

Central Baggage Tracing
• Ensure that all mishandled baggage cases for Air Arabia Airlines are daily checked in the BSS Air Arabia Baggage Service System.
• Expertise in World Tracer WEB system for the tracing and effectively improve the tracing recovery
• Checks tracing messages in World Tracer systems on a regular basis and ensure that necessary feedback and reply are sent accordingly.
• Coordinates with Air Arabia outstations GHA thru email messages involving mishandled baggage issues.
• Receiving LZ baggage which is sent by G9 outstations and ensuring that an OHD file reference is created for each baggage.
• Scrutinizing unclaimed baggage including LZ bags by opening each bag and identifying possible whereabouts of passengers as well as contact numbers.
• Uses own initiative to establish communication with passengers if any contact information is found inside a bag.
• Updates the BSS Air Arabia Baggage Service System about any baggage forwarding with necessary details of the baggage and forwarding flight as well.
• Notifies Air Arabia outstations regarding BSS updates and confirms if forwarded baggage have been received at their end.
• Coordinates with the Air Arabia claims department in carrying out the final baggage tracing process for missing baggage cases in line for final settlement.
• Keeping the baggage storage area organized and clean at all times. It includes the LZ baggage storage and the Lost and Found storage areas.
• Gather the details and statistics regarding mishandled baggage cases that are traced and are still pending for the use of generating a weekly mishandled baggage report.
• Generating a mishandled baggage report and  submitting to the Baggage Operations Manager on a weekly and monthly basis
• Prepares unclaimed baggage for the baggage disposal procedure
• Secures the documents required for the baggage disposal procedure and ensure that it is duly signed and approved by the Customs Authority Airport Pass Section and Airport Police.
• Proactively trace mishandled baggage aiming to minimize mishandled baggage for all stations of Air Arabia operating through Sharjah station.
• Ensures that all details mentioned in mishandled baggage reports created are credible and reliable.
Note  The role defined here is not exhaustive and duties and responsibilities in line with the job function may be added

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

Competencies

About Sharjah Aviation Services