Customer Service Agent

Key Areas of Responsibility• Delivery of excellent customer service to achieve the KKIA objectives.• Focus on meeting customer and stakeholder needs to provide a quality end-to-end passenger experience, ensuring security, safety and comfort is of the highest concern.• Respond to customer service queries in a friendly, efficient and professional manner.• Assist passengers in a pro-active manner (e.g. way-finding; verbalising security requirements / conveying instructions).• Manage queues / passenger flows within the operation in order to promote safety and maximise efficiency.• Support the wider operation as required carrying out duties beyond assigned tasks in response to customer/stakeholder/operational needs as they arise.• Build strong stakeholder relationships at grass root level.• Proactively provide information, direction and assistance to passengers transferring at • Provide feedback and support the ethos of continuous improvement within the Operations Team.• Comply with Health and Safety provisions both in the public interest and to protect individuals and team members.• Provide assistance as required in the event of an emergency or unplanned event including fire safety marshalling.• Ensure business continuity plans are implemented as directed by the Duty Operations Manager (DOM).• Monitor general operations and ensuring any operational issues/faults are immediately reported and resolved.• Carrying out safety & security audits where necessary.• Escalate any security relevant issues that arise to the TOC or DOM.• Any other ad hoc duties as may be required from time to timeKnowledge, skills and experience requirements• Educated to a minimum of Bachelors degree level.• Flexible approach to work, ability to work various shifts (days, evening, nights, weekends, and holidays)• Ability to speak and understand the English language• Excellent communication skills (written and verbal)• Friendly, welcoming demeanour• Ability to follow processes and procedures and apply flexible approach when required• Passionate about customer service• Commitment to continuous improvement• Self-motivated and able to work independently• Previous experience working in an aviation environment or service driven organisation is desired• Ability to speak additional languages is desired