Professional Documents
Culture Documents
Customer Service Agent JD-1
Customer Service Agent JD-1
Deliver high performance standards around all aspects of Customer Services and customer
processing, meeting the requirements of our Airlines and maintaining health and safety and
overall good working practices in accordance to company policies and procedures at all times.
Operational
Provide exceptional Customer Service as per the Menzies and Airline
specific standards to ensure customer satisfaction at every step of
their journey
Check customers’ travel documentation together with relevant
identification to ensure compliance with governing bodies
Process Customers and baggage using automated or manual
systems, follow airline specific policies including airline requirements
surrounding excess baggage and individual customer programmes
Board customers onto flights whist complying to safety and security
procedures
Marshall customers onto and off aircraft in a safe, secure and efficient
manner
Operate all equipment and systems in a safe, secure and efficient
manner at all times
Follow procedures for passengers with regards to the acceptance of
Dangerous Goods
Where required allocate seating to Customers
Issue boarding cards and baggage receipts
Make customer announcements in accordance with the specific airline
requirements
Report any faults or irregularities with equipment, facilities, systems or
processes to the appropriate management
Deal with disruption and irregularities with confidence and composure.
Compliance
Carry out all Customer Service and processing activities (as above) as
directed by the Company through its policies, procedures and training
to ensure the success of the operation including the following:
Full compliance:
o Health & Safety
o Training
o Equal Opportunities
o Harassment
o Data Protection
o Security
Remain up to date with all station notices relating to policies and
procedures
Remain up to date with all relevant operational, systems and Customer
Service training
Maintain a safe and secure working environment at all times
Comply with the Company’s open, fair and honest reporting culture
Comply with allocated uniform policy
Professional Standards