An airline customer service agent works in an airport or a contact centre, offering passengers with information and support. An airline customer care representative in a contact centre assists consumers with ticket reservations, itinerary adjustments, luggage issues, and queries regarding customer reward programmes. An airline customer service representative at a front desk services customers with check-in, issues tickets, offers flight information, checks luggage, and answers ticket-related travel difficulties.
Typically, you’d work for an airline or a ground services agency on behalf of an airline.
Duties include:
- Deal with passenger inquiries concerning aeroplane departures and arrivals.
- Check in passengers for their flight.
- Provide seat numbers.
- Make boarding tickets and baggage labels available.
- Inform travellers of baggage limitations.
- Look after unaccompanied minors and persons with special needs.
To be qualified for an airline customer service agent employment, you must have a high school education.
This role requires:
- Strong communication skills, the ability to work under pressure.
- Commitment to customer service, and computer abilities.
- Patience, compassion, and the capacity to remain calm in tough situations.
- The ability to absorb criticism and operate effectively under duress.
- Customer service experience.
- The capacity to communicate in a second language may be advantageous.
- It is advantageous to have qualifications and experience that demonstrate customer service and a passion in travel, tourism, or hospitality.
With experience, you might advance to a supervisory or managerial position, such as flight dispatcher. You might potentially work in other areas of airport operations or prepare to be a member of the cabin crew.
Alternative job categories include check-in assistant, airline/airport passenger service assistant, and passenger handling agent.
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