Customer Service Officer - Part Time and Casual opportunities available Posted: 07/06/2024
Closing Date: 05/07/2024
Job Type: Permanent - Part Time
Job Category: Customer Service
Star Aviation is Australia's most dedicated ground handling service provider, partnering with 19 airlines across 9 airports Australia-wide. We pride ourselves on being big enough to manage, yet small enough to care!
Job DescriptionAs a Customer Service Officer, you will provide excellent customer service and assist passengers checking-in in a seamless manner. Being the 'face of the company' to clients and passengers, you will put the customers' needs at the heart of all required tasks.
We have both Part Time and Casual opportunities available!
Service Delivery Deliver check-in services on behalf of Star Aviation and its Airline customers in the correct application.Ensure you operate in a safe environment and demonstrate a clear understanding of the Health and Safety policies and proceduresPolitely welcome passengers as they arrive at the terminal counterCompare information on tickets with passenger data to ensure it all matches and is correctCheck bookings and issue boarding passesEducate passengers about airport security protocols and luggage allowancesSafely direct passengers to the correct gate for their flightRepresent both the Airline and Star to the highest-level ensuring customer satisfactionEnsure the safe and secure operation of all equipmentPerform Boarding Gate duties including public announcements as per our client's requirementsComplete Passenger Marshalling duties maintaining a safe and secure environment as per our client's requirementsAssist guests with baggage check-in, collection, and tracking as needed. Resolve any baggage-related issues, including lost, damaged, or delayed luggage, following established airline procedures and in conjunction with our global baggage services teamProvide accurate and up-to-date flight information, including departure and arrival times, gate assignments, and flight delays or cancellations. Help guests navigate the airport.Assist guests with booking or changing flight reservations, upgrading seats, and managing travel itineraries as needed. Process ticket sales, ancillary charges, upgrades, and handle payment transactions as needed.Address guest complaints, concerns, and disputes in a professional and empathetic manner. Seek solutions to resolve issues promptly, escalating matters when necessary.Operate any lifting devices, including Eagle Hoists, in accordance with Airline approved transfer methods, to assist wheelchair passengersProvide assistance to passengers that have their own personal wheelchair in transferring, in accordance with Airline approved transfer methods (from wheelchairs back to personal devices and vice versa)Provide assistance to wheelchair passengers in manoeuvring luggage from the baggage belt onto a trolleyCollect and ensure that relevant equipment (wheelchairs, E-Caddy etc) are collected from around the Airport to ensure it is in the required locations and stored effectivelyProvide assistance to customers in finding family or friends who are collecting them at a drop-off point within the boundaries of the airport as requested by the passenger Desired Skills and ExperienceClear communication and good interpersonal skillsAbility to perform all duties at a high standard of customer serviceA valid Aviation Security Identification Card (ASIC)Experience with Aviation/Airline industry – desirableRelevant Airline specific training modules and coursesCaring approach to dealing with peopleExcellent organisation and time management skillsStrong ability to multi-task, priorities and meet deadlinesCustomer focus to deliver exceptional serviceAbility to adapt to changing priorities and situationsAble to work well in a fast-paced team environmentHealth and Safety TrainingProficient in report writing, in plain and clear EnglishOn offer, there is structured ongoing career training and development, employee rewards programs, and the opportunity to become part of a close-knit family culture in a dynamic Australian business. You'll also receive access to discounts and benefits across travel, retail, lifestyle and other areas, from a huge variety of companies, including SpecSavers, Contiki Holidays, Hello Fresh, Koala Furniture and many more!
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