Airline Customer Service Agent

PublishedPublished: Published 1 week ago
ExpiresExpires: Expiring in 1 month
Airport staff

Job Purpose

To carry out safe and secure on time operations in accordance with the ground operations manual and all applicable procedures.

Key Responsibilities And Accountabilities:

Assist customers through all procedures related to arrivals & departures in the following activities.

Reservations & Ticketing:

Making reservations across the counter

Selling of tickets.

Remitting cash to the concerned department.

Answering customer queries over the telephone.


Attend the pre – flight and post flight briefings.

Setting up of check in counters.

Screening of checked in baggage.

Maintain high quality of Check in procedures.

To assist customers with special requests.


To assist customers with special requests.

To assist customers with Mishandled / damaged baggage. Prepare all required reports for the same.

Co-ordination with the baggage vendor for the damaged bags.

Follow up with the en-route stations regarding lost baggage.

Post flight departure

Filing of all necessary flight papers

Any other responsibility assigned by the management from time to time

Functional Responsibilities:

Maintain standards as per Company requirements

Ensure effective threat assessment and response capability

Achieve department goals and follow up

Perform duties as per the Security Programme

Maintain performance standards and follow up with your shift

Monitor continuously the Quality System and the level of conformance

Secure quality levels

Optimize resource

Aware of Emergency Response Procedures, rules and regulations

Acquire and maintain necessary skills required to perform job functions

Maintain work procedures as per company requirements

Carry out development dialogue with the Team leaders

Control theft and pilferage of company property

Administrative Responsibilities:

To maintain files and log sheets

Give inputs for training requirements

Updating of manuals and local procedures

Ensure competent and qualified workforce are detailed for duty

Verify Invoices

Personnel development and management

Maintenance of equipment