Customer Experience Agent

Summary:
The role involves providing consistent quality service and exceptional assistance to all customers in various designated areas such as check-in counters, boarding gates, API tasks, VIP and Amri operations, transfer desk offices, ramp, lost & found, crew terminal, porterage services, trolley services, and customer care (PWD) section. The job requires strict compliance with safety and security procedures while meeting service standards and procedures set by customer airlines.

Job Responsibility:
- Demonstrate a caring and service-oriented demeanor to meet total customer satisfaction.
- Follow standard operating procedures (SOP) set by the department and customer airlines.
- Report on duty punctually in full company uniform with good grooming.
- Handle various tasks such as check-in, floor walking, queue management, baggage handling, boarding passengers, VIP handling, documentation, passenger arrivals, porterage services, and crew terminal services according to SOP.
- Coordinate with internal and external departments for smooth terminal operations.
- Report any illegal or unsafe activities, address problems, complaints, and passenger dissatisfaction to the immediate supervisor.
- Support in responding to emergencies or operational disruptions affecting the airport and airlines.
- Assist in handling special baggage in compliance with airline guidelines.
- Coordinate with internal departments for timely completion of business operations.
- Execute assigned tasks across handling areas like Arrival and Departure while ensuring porterage service requirements are met.
- Manage trolley personnel and contractor staff, ensuring high-quality service for passengers.
- Organize, move, and allocate trolleys efficiently, ensuring trolleys do not obstruct movement along corridors.
- Submit reports to the Quality Control Coordinator on time.
- Perform other duties as directed by the Head of the Department.

Candidate Requirements:
- Strong customer service orientation with a warm and pleasant attitude.
- Ability to follow SOPs and service standards diligently.
- Punctuality and adherence to grooming standards.
- Good coordination and communication skills for internal and external departments.
- Ability to address problems and complaints effectively.
- Willingness to support in emergencies and operational disruptions.
- Attention to detail and ability to handle special baggage.
- Efficient organization and coordination skills for timely completion of tasks.
- Reporting skills for submitting reports accurately and on time.
- Flexibility to perform various duties as required by the department.

High School Qualification
- Bachelor's Degree or Equivalent
- Job-related experience
- Check-in and boarding experience
- Interpersonal skills
- Time management
- Proficiency in English language
- Experience with Departure Control Systems/Macs/Sabre/Altea
- Advanced courses in Passenger Handling and Customer Services
- Organizing and planning skills
- Proficiency in MS Office Applications
- Arabic language proficiency (Written/Spoken)
- Additional language skills are an added advantage