Career – airport service agent

Career – airport service agent

Yes, these are the people who directly interact with the people in the airport. Passengers of course, but also the ones who are dropping you off, the family welcoming you back from overseas, the … - you name it. There are many people in an airport, not just the ones who are queuing to get onboard and off into the skies.

I found this here. It is the job description from SafAir, but I think it covers it all.

Responsibilities

• Assist passengers with ticket sales, bookings and flight changes including explaining rules, terms and conditions, regulations and procedures as and when required;

• Assist customers when there are flight disruptions and/or cancellations;

• Handle and safeguard of confidential information;

• Address any complaints in a professional and timeous manner;

• Escalate any problematic issues to the Supervisor on duty;

• Provide professional Customer service at all times.

Requirements:

• Grade 12 or equivalent;

• Airport and ticket sales experience;

• Able and willing to work on weekends, public holidays, flexible hours, and shifts, as and when required;

• Good knowledge and understanding of a computer and Microsoft Office (Word, Excel and Outlook);

• Excellent understanding of delivering great customer service;

• Excellent written and verbal command of the English language including proper phone etiquette;

• Conflict resolution skills.

Personal Attributes:

• Punctual; - High degree of patience and assertiveness;

• Trustworthy, professional and reliable, including dealing with confidential information;

• Immaculate timekeeping;

• The ability to work well under pressure;

• Practice good time management;

• Customer focused and service orientated.

Let us look at a few of the above. I found the info here

Attentiveness

An airport customer service agent role typically includes helping others and making them feel comfortable. It often requires that you understand their needs, and this skill allows you to observe individual customers and decipher where there might be any concerns. Being attentive helps you assist customers and provide personalized services.

Language proficiency

When working at an airport, you’re likely to meet people from different parts of the world. Communicating with them may require multiple language proficiencies.

The ability to speak multiple languages may give you an advantage when an airline is deciding which candidate best suits the role. You can improve this skill by taking short courses in the most popular languages locally. This can help you achieve successful interactions.

This is especially important in South Africa. We do have 11 official languages (who can master them all?), but besides English we could also see an advantage being knowledgeable in Afrikaans, IsiZulu, SeSotho and perhaps sign language (of which there are several ‘dialects).

Empathy and composure

Empathy refers to your ability to relate to customers and understand their concerns. Composure helps you remain calm and professional.

These skills can help you communicate better with clients who have limited knowledge of the airline’s products or services. They may also ensure that you resolve client concerns efficiently, even on busy days.

Good luck!