Customer Service

Job Summary

The primary responsibility is to consistently provide high-quality service to customers in designated areas such as check-in, gates, transfer desk, special handling, and FMU (Flight Make-Up). The service must adhere to Dnata’s service standards, Standard Operating Procedures (SOPs), and safety and security standards set by the International Civil Aviation Organisation (ICAO) and Local Airport Authorities.

Key Responsibilities:

1. Provide consistent, timely, and efficient service to passengers at designated areas.
2. Demonstrate excellent customer service skills, teamwork, and understanding to achieve customer satisfaction.
3. Maintain high discipline and grooming standards while on duty.
4. Adhere to set service standards and procedures for friendly and efficient passenger handling.
5. Ensure all equipment at the work location is in good working order; report maintenance requirements.
6. Update requests and completion remarks accurately in DMIS (Departure Make-up Information System) and generate authorized charge notes for billing.
7. Analyze advance workload profile by generating a list of pending requests from DMIS.
8. Report irregularities or service shortfalls to senior management for service recovery and corrective action.
9. Ensure handling requirements for various passenger categories (e.g., unaccompanied minors, young passengers, wheelchair users) are met.

Qualifications & Experience:

- O Levels or equivalent.
- 2+ years of experience in a Customer Service role.
- Proficiency in spoken and written English.
- Vocational or Diploma (12+2 or equivalent) is desirable but not required.
- Positive attitude with a natural ability to provide excellent service in a team environment and when dealing with people from diverse cultures.

Additional Requirements:
Some roles may require one or more of the following:
- Fluency in French, Spanish, German, Italian, Arabic, Russian, Mandarin, Japanese.
- Reservation and ticketing experience (advantageous).