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Customer Service Agent – Cape Town: Check-in/Boarding/Arrival/Baggage
Closing Date: 07 February 2025
Reference Number: SAA250201-5
Location: Cape Town, Western Cape, South Africa
Company: Domestic Airport Operations – Operations Division
Job Type: Permanent
Industry: Aviation
Job Purpose
The Customer Service Agent is responsible for delivering excellent passenger handling services, including check-in, boarding, arrivals, baggage handling, and assisting special needs passengers within the airport environment.
Key Responsibilities
- Assist passengers at check-in, boarding, and arrivals.
- Verify travel documents and assist with baggage check-in.
- Support passengers with special needs, including unaccompanied minors and elderly travelers.
- Provide information on flight schedules, boarding procedures, and baggage regulations.
- Handle flight delays, cancellations, and denied boarding situations.
- Manage baggage reconciliation and address mishandled baggage issues.
- Ensure compliance with safety, airline, and airport regulations.
- Make public announcements and provide exceptional customer service.
Minimum Requirements
- Grade 12 (Matric) or equivalent (NQF Level 4).
- A 3-year diploma in Travel and Tourism or a related field is an advantage.
- Customer service experience is beneficial.
- Passenger Handling and Amadeus CM essential.
Knowledge and Skills
- Customer service and passenger handling procedures.
- Amadeus Altea Customer Management (CM) system.
- Dangerous goods handling and baggage management.
- Travel document verification and safety management.
- Strong communication and problem-solving skills.
- Computer proficiency and time management.
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