Customer Service Representative

1 week ago

Norwich, Norfolk, United Kingdom Norwich Airport Full time
Job Description

Main Responsibilities

  • Provide exceptional customer service to passengers, ensuring a smooth and efficient travel experience.
  • Check in passengers and baggage, utilizing manual and computer systems, in accordance with airline procedures and industry directives.
  • Handle customer inquiries and concerns in a professional and courteous manner, either in person, via phone, or through email.
  • Prepare and process documentation, including travel documents and property irregularity reports, in compliance with regulatory requirements.
  • Liaise with internal departments, such as Security, Ground Services, and Flight Dispatch, to ensure seamless operations and on-time departures.
  • Assist with the preparation and maintenance of the executive lounge, including food and beverage stock management and cleaning duties.
  • Ensure adherence to Service Level Agreements (SLAs) with individual airlines and maintain a high level of customer satisfaction.
  • Report any incidents, accidents, or equipment malfunctions to the relevant authorities and maintain a safe working environment.
  • Participate in ongoing training and development to enhance skills and knowledge, including customer service, security, and emergency procedures.

Requirements

  • Good basic education standards, with a strong emphasis on English and mathematics.
  • Excellent communication and interpersonal skills, with the ability to work effectively in a team environment.
  • Previous experience in a customer-facing role, preferably in the airline or travel industry.
  • Ability to work flexible hours, including evenings, weekends, and holidays, and be available for on-call duties as required.
  • Willingness to undergo training and development to meet the needs of the role and the company.

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