Guest Services Agent - Velora UAE Jobs

About the role

• Perform a wide range of airport services (e.g. guest/baggage handling, check-in and boarding operations, tickets and boarding passes screening) to ensure high-quality services are delivered to all guests in compliance with safety, quality and operational objectives

• Collaborate with handling agents by supporting in executing handling operations to ensure timely and high-quality delivery of services to guests

• Support passengers with connecting flights to ensure complete and timely information are provided

• Liaise with Cabin crew to ensure boarding operations are executed on-time and according to safety procedures

• Execute initial security screens to ensure access to the airport is properly monitored

• Receive, process and respond to daily enquiries on a wide range of services by providing timely and high-quality support to internal / external customers to meet their requirement

• Receive and analyse complaints to ensure they are solved or addressed in the most effective manner

• Support customers on a wide range of generic services following established policies and procedure to ensure passenger needs are met in the most effective manner

• Coordinate and escalate complex or specialized enquiries to responsible teams to ensure adhoc support is provided

• Work closely with supervisors to improve the execution of assigned activities

• Track major customer complaints and report key issues to supervising colleagues

• Interact with internal teams to ensure consistent and reliable customer service

• Provide customers with dedicated support according to policies and procedures to ensure compliance to regulations and risks mitigation

• Identify and highlight potential areas of improvement to support continuous improvement of service and/or operations

What you’ll need

A bachelor’s degree or a diploma in Finance, Business administration or equivalent Minimum 2 years’ experience in an airport terminal or above-the-wing operations from an airline carrier or ground handling company Hands-on experience in at least two Departure Control Systems (DCS) such as Amadeus, Sabre, Navitaire, Galileo, Maestro, etc.