Airline Customer Service Agent
Orca Airways Ltd - Qualicum Beach, BC
Part-time
Purpose of Position: To provide exceptional customer service over the telephone and in person with passengers at airport counters and gates.
Key Responsibilities:
- Using an airline computerized system:
- Make reservations complete with payment processing
- Passenger check-in including: Check, weigh the baggage, calculate any excess baggage charges and process payment.
- Make general passenger announcements.
- Liaise with external and internal customers. i.e. ramp agent, flight crew, dispatch
- Provide outstanding customer service at the airport and on the telephone.
- Assist passengers requiring special handling.
- Handle and resolve customer complaints.
- Departure Gate customer service and boarding as well as providing assistance to passengers to and from aircraft.
- Update Flight Display at airport and Flight status on airline web site
- Perform duties in accordance with established policies and procedures while giving primary consideration to personal safety, the safety of co-workers and customers.
- Provide end of shift report to Reservation Manager
- Other related duties as assigned.
Depending on the base, other duties may include:
- Cargo processing
- Handle missing baggage and damaged baggage claims.
- Jet-way operation
- Conduct radio communications with aircraft and record flight information.
Qualifications
- Mandatory**Minimum of two years of customer service experience.
- Mandatory**Computer skills including proficient typing and navigating the internet.
- Mandatory**Must have a high school diploma or equivalent.
- Demonstrated judgment and problem-solving ability and effective decision-making skills.
- Mandatory**Excellent interpersonal and communications skills.
- Mandatory**Ability to work and handle tight deadlines and prioritize multiple tasks.
- Previous airline experience and Travel/Tourism industry experience an asset.
- Knowledge of Dangerous Goods regulations an asset; will be learned on the job.
- Must successfully complete the Customer Service Agent Initial training course in accordance with Company Standards.
- Certain airport location will require employee to obtain and maintain a Restricted Area Identification ID pass; preference may be given to RAIC holder.
- Mandatory**English language required.
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