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Customer Services Agent - Baggage Facilities (Passenger Services) Bristol, England

Swissport International AG

Full Time Bristol, England 19916 - 22385 GBP ANNUAL Today

Job description

Overview:

Job Summary

Provides all necessary help and support to passengers with any lost and found luggage. Initiates tracing procedures for lost passenger items through “World Tracer”. Liaises with the relevant Swissport Departments and other Airport Service Providers on behalf of Passengers for items left on Aircraft.

Assists with the safe forwarding and reuniting of found baggage / items to the correct passengers, ensuring all relevant security protocols are adhered to.Prepares and maintains all required records and reports of lost and found activities throughout their shift whilst handling Passenger complaints in a sympathetic and efficient manner.

Responsibilities:

Job Responsibilities

Control of baggage delivery, and Quality measurements
World Tracer management
Customer Services Assistance
Issuing & following up all Lost & Found cases
Various office duties (e-mails, telephone calls, sending passenger correspondence)
Ensure fast and accurate baggage deliveries service
Handover of open cases to the respective Airlines
Follow up all pending cases and keep in constant contact with Passenger(s)
Safeguard Passenger’s property
Proper use of Airline’s manuals & documents
Recording of Lost Property Found items in coordination with the Crew / Aircraft Cleaning Team
Coordination with multiple teams and other departments
Provide support with additional Customer Services (Passenger) duties where applicable

The list is not exhaustive and is not intended to restrict the scope of the job but clearly define a starting point and may vary depending on location and local customer requirements.

Qualifications:

Qualifications & Competencies

World Tracer knowledge preferable
In possession of at least three GCSE’s / O Level or Leaving Cert (and equivalent)
Flexible to work on various shifts (days, evening, nights, weekends, and holidays)
Ability to speak and understand the English language
Ability to travel to the airport at times where public transport is not available
Excellent communication skills (written and verbal)
Must be computer literate, willing to type and learn airline specific computer systems
Ability to follow processes and procedures and apply flexible approach when required
Willingness to work in inclement weather if required
Passionate about customer service
Commitment to continuous improvement
Self motivated and able to work independently and within a team
Previous experience working in an aviation environment is desired
Ability to speak additional languages is desired