Customer Services Agent

BASIC FUNCTIONS Perform passenger handling functions and traffic operations at the airport and become anactive and valuable member of the airport team to ensure that business continuity issustained. To liaise and supervise the service partners on all matters pertaining topassenger services, ramp activities, and security.

• MAJOR DUTIES
  1. Check on pre-flight preparations for arrivals and departures.
• MAJOR DUTIES
  2. Assist passengers on arrival at customs and immigration.
• MAJOR DUTIES
  3. Assist with baggage mishandling matters, lost and found baggage handling, claimsand tracing.
• MAJOR DUTIES
  4. Perform arrival/departure/ramp duties.
• MAJOR DUTIES
  5. Monitor performance of handling agent staff at all service areas to ensure SQstandards are met.
• MAJOR DUTIES
  6. Follow-up on passengers’ enquiries and feedback, and Voyage Reports from crew.
• MAJOR DUTIES
  7. Actively involved in crisis and flight delay handling to turn the customers experience from negative to positive.
• MAJOR DUTIES
  8. Record statistical reports as required and submit on time.
• MAJOR DUTIES
  9. Assist in inflight catering matters, as necessary.
• MAJOR DUTIES 10. Perform other airport and administrative duties as assigned.

• QUALIFICATIONS/REQUIREMENTS 1. At least one to two years of airport/airline/ground handling work experience.
• QUALIFICATIONS/REQUIREMENTS
  2. Ability to work in the frontline effectively.
• QUALIFICATIONS/REQUIREMENTS 3. To work on shifts, weekends and public holidays, as necessary.
• QUALIFICATIONS/REQUIREMENTS
  4. Computer literate.
• QUALIFICATIONS/REQUIREMENTS
  5. Possess good command of the English language in spoken and written form.
• QUALIFICATIONS/REQUIREMENTS
  6. Strong interpersonal skills.
• QUALIFICATIONS/REQUIREMENTS
  7. Communicate well with SIA customers and able to handle irate customers in an effective manner.
• QUALIFICATIONS/REQUIREMENTS
  8. Good time management.
• QUALIFICATIONS/REQUIREMENTS
  9. Self-motivated, independent and proactive.
• QUALIFICATIONS/REQUIREMENTS 10. Resourceful and dedicated team player.
• QUALIFICATIONS/REQUIREMENTS 11. Understand and uphold SIA’s core values.