Business Unit: Domestic Airport Operations
Location: Cape Town, Western Cape, South Africa
Type: Permanent
Reference Number: SAA241003-2
Closing Date: October 18, 2024
Closing Date: October 18, 2024
Job Purpose:
The role involves providing high-quality customer service to passengers at various touchpoints, including check-in, boarding, arrivals, and baggage handling. The incumbent will ensure that customers' needs are met efficiently while maintaining compliance with airline policies and safety standards.
Key Responsibilities:
- Passenger Handling: Assist with check-in, boarding, arrivals, and baggage services, ensuring proper documentation and customer satisfaction.
- Special Needs Assistance: Help unaccompanied minors, elderly, and disabled passengers with their specific requirements.
- Baggage Management: Handle baggage check-in, monitor carry-on baggage, and address mishandled, pilfered, or damaged luggage.
- Flight Information: Provide clear and concise information regarding flight status, delays, cancellations, and boarding procedures.
- Customer Interaction: Manage queues, offer assistance, and communicate effectively to alleviate customer concerns.
- Problem Solving: Address issues such as denied boarding or delays and handle customer disruptions according to protocol.
- Compliance and Safety: Ensure adherence to airline, airport, and CAA regulations, including safety and security measures.
- Documentation and Reporting: Maintain accurate records, including reports on mishandled baggage and operational updates.
Qualifications and Experience:
- Minimum: Grade 12 (Matric) at NQF level 4.
- Preferred: 3-year diploma in Travel and Tourism or a related field.
- Advantage: Experience in customer service within an airline.
Knowledge and Skills:
- Customer Service: Understanding customer service standards and passenger handling procedures.
- Technical Skills: Familiarity with Amadeus Altea CM, baggage management, and passenger disruption handling systems.
- Compliance: Knowledge of safety and airline regulations, including Dangerous Goods Handling and emergency response.
- Communication: Excellent verbal and written communication skills.
- Computer Proficiency: Moderate to high proficiency in computer systems.
Attributes:
- Strong technical expertise and problem-solving abilities.
- Excellent stakeholder relationships and collaboration skills.
- Ability to adapt to changing environments and work under pressure.
- High standards of ethics, integrity, and organizational awareness.
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