Passenger Service Officer

2 weeks ago

Heathrow, United Kingdom AIR CHINA LTD Full time

**Key responsibilities**
- To ensure that each customer receives a high quality experience of professional service
- Be the first point of contact relating to any special enquires from agents and passengers
- Oversee daily check-in process, help the agents handout Air China’s leaflets, such as international/domestic transfer, stopover hotel information, be responsible for completing the form of “Weekly Passenger Service Check List”.
- Deal with all over-weight luggage, upgrading, date change enquires and ensure all payments are charged correctly
- Act as main point of contact for luggage handling agents, resolve luggage complaints and problems raised by passengers
- Help promote Air China’s frequent flyer programme, be able to upgrade passenger using miles through check-in system.
- Organize routine meetings before each flight with ground handling agent, collect information and feedback regularly and report all the concerns to senior management personnel.
- Help ground agent with lounge boarding.
- Check attendance of all agents, and ensure whether all the notice boards are placed as requested by Air China.
- Oversee boarding procedures at the gate
- Compile daily/weekly account report and collect all payments
- Ensure that all necessary paperwork is completed accurately and promptly
- Ensure all special requests are placed, such as WCHR, INF
- Input crew name list into the system
- Send out meals order to catering company
- Ensure that security standards are never compromised and remain vigilant throughout the check-in process.
- Help transfer passengers to arrange hotel accommodation and rebook the connecting flight if flight delays
- Ensure all transactions made on the day are recorded in the EAPES system, enter departure/arrive time, passenger figure and catering data into the EAPES system.
- Understand and be familiar with Air China’s reservation and check-in system, be able to issue/exchange/refund ticket independently
- Be responsible for overseeing all cargo loading and unloading and complete “Weekly Airside Safety Check Form”.
- Take part in all training and self-study course.
- Complete all work/test requested by General Manager and Station Manager.
- Be available to work outside the normal hours of work if there is any service disruption
- **Qualifications**:_
- Relevant NVQ level 3 (or above) or equivalent
- Must be able to provide records for last 5 years of employment/education history
- Clean Criminal Record Check
**_Skills: _**
- Good team player with ability to work independently
- Ability to demonstrate high levels of customer service - excellent understanding of the importance of customer service
- Creative and open minded - finding ways to achieve exceptional service standards
- Demonstrate care and be passionate about the quality of service given
- Show a willingness to change approach, adapt to new ideas and suggestions
- Excellent communication and interpersonal skills
- Organised with the ability to multi-task
- Ability to work under pressure in a fast-paced commercial environment
- Ability of speaking mandarin is a preference
**_Knowledge/Experience: _**
- Previous experience in a customer services role highly desirable

**Salary**: From £20,500.00 per year

Additional pay:

- Bonus scheme
- Performance bonus
- Safety bonus
- Yearly bonus
Schedule:

- 8 hour shift
COVID-19 considerations:
All staff need to wear PPEs during work.

**Language**:

- Mandarin (preferred)
Work remotely:

- No

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