Customer Services Agent

BASIC FUNCTIONS

Perform passenger handling functions and traffic operations at airport and become an active and valuable member of the airport team to ensure that business continuity is sustained. To liaise and supervise the service partners on all matters pertaining to passenger services, ramp activities and security.

MAJOR DUTIES

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

QUALIFICATIONS/REQUIREMENTS

1. Travel/hospitality/airline industry-related knowledge and experience is preferred but not essential.

2. Ability to work in the frontline effectively.

3. To work on shifts, weekends and public holidays, as necessary.

4. Computer literate.

5. Possess good command of the English language in spoken and written form.

6. Strong interpersonal skills.

7. Communicate well with SIA customers and able to handle irate customers in an effective manner.

8. Good time management.

9. Self-motivated, independent and proactive.

10. Resourceful and dedicated team player.

11. Understand and uphold SIA’s core values.

Job Type: Full-time

Must be able to acquire and maintain a valid Security Identification Display Area (SIDA) Badge

Job Type: Full-time

Pay: $18.70 - $21.54 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Overtime
• Weekend availability

COVID-19 considerations:
Employees are required to comply with EWR Airport's vaccine mandate as well as mask requirements.

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service at US Airport: 3 years (Required)

Work Location: One location