Overview
Job Title: Junior Customer Service Agent
Work location: Zanzibar
Type of job: Contract
dnata
We are “Winning Ways” thanks to our world-class staff of devoted, passionate, and highly trained aviation specialists. We have been named “Ground Handler of the Year” for the past seven years and remain devoted to our vision of becoming the world’s most renowned aviation services company. Our mission, led from our Global Headquarters in Dubai and with international and local operations spanning six continents, is to deliver on the commitments our clients make. If you want a satisfying career in airline services, go no further than dnata! Junior Customer Service Agent Job Opening at dnata
dnata is one of the world’s leading air service operators. Established in 1959, the firm ensures that the aviation sector runs smoothly and efficiently over 129 airports. dnata, which provides ground handling, cargo, travel, and flight catering services in 35 countries across six continents, is a trusted partner for over 300 airlines worldwide. Every day, the organization manages over 1,900 flights, transports over 8,500 tons of goods, organizes over 16,000 hotel stays, and delivers over 320,000 meals.
dnata Zanzibar is seeking energetic, customer-focused team members to join our Customer Service team on a Fixed-Term Contract basis.
***Please take note that this opportunity is only available to Tanzanian nationals***
Successful candidates will provide high-quality service and travel experiences to passengers in designated areas (e.g., Check-in, Boarding, Baggage Arrivals) while adhering to airline standards and international/local regulations for safety, security, and border controls.
The duties and responsibilities:
- To follow all applicable customer service and airline-specific policies, practices, standard operating procedures, and instructions to ensure that work is completed in accordance with regulations and SLAs.
- To follow day-to-day operations relevant to their own employment and is accessible to do given tasks on schedule.
- To assist with checking check-in areas to ensure they are functional in order to eliminate any potential delays or disruptions to the business, as well as ensuring that the work area is presentable to clients.
- To assist passengers with check-in systems, ensuring full compliance with regulatory, dnata, and SLAs, such as checking tickets and passports, allocating seats, weighing bags, adding excess charges, and asking security questions.
- To greet travelers as they enter the terminal and directs them to the check-in, immigration, and boarding gates.
- To verify border control requirements for immigration, confirms passengers have the necessary paperwork, and updates passengers’ document information in the system.
- To check travelers’ baggage acceptance and assures compliance with international, local, and dangerous products safety and security standards.
- To solve problems encountered by passengers during check-in, boarding, or transfer, and ensures that unresolved issues are conveyed to the Team Leader on shift.
- To use the WorldTracer system to report delayed or damaged baggage, assuring the greatest level of customer service.
- Assists travelers with departure timings, flight modifications, upgrades, and gate information to enhance their travel experience.
- To report any issues that arise on-shift to the appropriate team leader for follow-up and action.
- Helps in notifying flight updates, such as boarding time and gate numbers, to ensure passengers are informed and depart on time.
- Make sure that allotted flights are opened, closed, and edited in accordance with the specified configuration and airline standards.
- To assist in ensuring that passengers board the correct flight and that their profiles are properly updated and visible in the system.
The Health and safety responsibilities:
- Openly discusses safety problems and reports them to the team leader while on duty.
- To comply with all applicable safety, quality, and environmental management policies, procedures, and controls to provide a healthy and safe work environment.
- Be responsible for the health and safety responsibility of care in the workplace.
- Make careful you report any dangers, injuries, illnesses, or near misses to your supervisor or employer.