Senior Airport Service Agent - Jeddah

Job Purpose

The role involves delivering high-quality customer service in various airport functions including Check-In, Boarding, Special Services, Baggage Services, Ticket Desk, and Emirates Lounge. The agent must operate within the company's commercial, safety, and security guidelines, ensuring timely completion of all operational tasks.

Main Responsibilities

• Provide Emirates-standard and specialized services at key airport touchpoints (Lounge, Check-in, Arrivals, Boarding, Ramp Operations) following established procedures to ensure efficient and friendly customer handling.
• Adhere to internal boarding procedures, managing boarding priorities, announcements, baggage removal, and staff briefings to support on-time, safe departures meeting Emirates' standards and customer satisfaction.
• Deliver premium customer service in the Lounge by welcoming passengers, informing them of all lounge amenities, and offering necessary assistance to foster customer loyalty.
• Coordinate with service providers and supervise staff overseeing catering, cleaning, and maintenance to maintain service quality.
• Support airport operations proactively in line with shift in charge or Airport Services Manager directives, performing functions across key services to meet passenger needs.
• Guide team members to uphold superior customer service and assist in ensuring safe and punctual flight departures.
• Manage Emirates Chauffeur services by overseeing arrivals and departures, ensuring eligible customers receive this benefit and assist others as needed.
• Complete reports and statistical data accurately including passenger trends, meal waste, inventory, and invoices, while controlling costs without compromising passenger satisfaction.
• Perform various administrative duties assigned by Lounge Supervisor or Airport Services Manager and collaborate on lounge menu improvements.
• Act as deputy Lounge Supervisor when absent to maintain optimal customer service levels.
• Respond promptly and effectively to customer complaints to restore confidence.
• Supervise baggage arrivals, prioritize priority bags on the carousel, assist with lost or damaged baggage claims, and maintain communication with Premium customers.
• Manage check-in queues to prioritize Premium customers, handle excess baggage and visa issues, inform customers about delays or disruptions, and implement rebooking schemes.
• Assist in pre- and post-flight documentation, compile safety reports, and notify relevant parties of any aircraft or equipment damage.
• Cover for check-in supervisors by preparing flight briefs, ensuring coordination among staff and service providers to sustain high customer service standards.
• Support Emirates Ticket Desk operations by managing ticketing and reservation duties, promoting full range of products, processing payments, fare adjustments, credit card verifications, sales returns, and banking assistance.

Qualifications and Experience

• Minimum completion of O level or equivalent education.
• Mandatory completion of professional certifications in Customer Services and Handling, Ground Operations, and Reservations, Fares & Ticketing.
• At least 3 years of experience in the airline industry, particularly at outstation locations.

Knowledge and Skills

• Familiarity with Departure Control Systems and Computerized Reservation Systems.
• Understanding of check-in procedures.
• Strong customer service delivery capability.
• Fluency in spoken and written English and the local language.
• Proficiency in Microsoft Office applications.
• Legal eligibility to live and work in Saudi Arabia.

Compensation and Benefits

The position offers a competitive salary package.