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Summary:
The Passenger Service Agent shall be responsible for a professional and courtesies check -in services of passengers. Being the face of the company, a high level of customer service is required at all times.
Key Accountabilities and Responsibilities
Check passengers’ tickets to confirm details and issue corresponding boarding passes.
Issue tickets to passengers, after confirming that all information on them is accurate
and complete
.
Provide passengers with essential information such as flight times and transportation connections
.
Process baggage and passengers in line with APL’s standards with enthusiasm
.
Handle fee calculations and passenger baggage processing
Operate airline specific reservation and ticketing software
Ensuring that baggage irregularities are followed through to resolution.
Ensuring that revenue is maximized from excess baggage
Providing a frontline point of presence for passenger enquiries in a friendly manner
.
Assist passengers with fare quotes, reservations, revalidations, rebooking and upgrades
.
Ensuring all tickets are issued correctly and according to IATA regulations
.
Reconciling cash uplift with ticket sales
.
Block group seats for series and ad hoc group as at when required
.
Perform random control of passenger’s tickets
.
Escalates unresolved Customer Service issues to the relevant Department.
Passenger Service Supervisor Relationship
Develop excellent working relationships with all stakeholders;
Internal: Call Centre, Station Coordinator , Sales support
, IT Support, Revenue Accounting/Management
External: Travel agents, Other Airlines, IT technicians, Company’s Bank staff
KEY PERFORMANCE INDICATORS
100 % Customer satisfaction at all times in line with company’s set standard
100 % Execution of all APL ticketing standards and policies
85 % Quarterly Ticket targets
Implemented strategic loading/unloading and boarding/de-boarding processes to ensure a reduction in time by 15%
Resolved issues with flight activity on account of coordination and communication skills to ensure on -time departure with a success rate of 80%
COMPETENCIES AND KEY REQUIREMENTS
High level of personal credibility
Good customer relation skill
Good understanding of Airline products and services
Teamwork
Compliance with company procedures
Coping under pressure
Ability to speak French (an added advantage)
Two years minimum work experience in a related field.