Have you ever dreamed of working at the airport? Well, this is your chance to join the world's leading Ground Handler at Sydney International Airport
dnata is one of the most recognized ground services companies in the world, and we are looking for motivated, passionate, team-focused, and energized employees to complete the job at hand and deliver on our promises to customers. dnata offers on-the-job training and upskilling, providing opportunities for career progression and professional development
The Passenger Service Delivery Agent is responsible for working in a team environment to ensure timely, efficient, professional, and safe passenger service functions. This includes check-ins for passenger handling and/or lead gate agent duties, while ensuring all regulatory requirements are met. The role also involves ensuring the efficient, safe, and accurate adherence to client requirements during aircraft turnaround and achieving KPIs.
The position available is Permanent Part-time.
Primary Duties and Responsibilities
1. Deliver high standards of customer service for all client airlines, ensuring all requirements are met in a timely, efficient, and professional manner.
2. Carry out passenger check-in duties and other related responsibilities.
3. Complete necessary paperwork and reporting as per service delivery agreements and company requirements.
4. Assist passengers, including those during disrupted or delayed services, requiring special assistance, or in wheelchairs.
5. Handle mishandled baggage, including monitoring carousels, liaising with the below wing team, recording rush bags, reporting issues, and managing baggage delivery.
6. Ensure compliance with OH&S regulations and company policies, taking corrective actions when necessary.
7. Report incidents immediately and maintain awareness of reporting obligations.
8. Follow procedures in accordance with client airline requirements.
9. Build strong working relationships with dnata staff and airline employees.
10. Promote a positive company image through grooming, behavior, and service quality.
11. Lead and participate as a team member to communicate effectively and meet work requirements.
12. Follow directions to achieve timely aircraft departures, aiming for 100% On Time Performance.
13. Comply with dnata SOPs and policies.
14. Maintain professional communication with clients and stakeholders.
Essential Criteria
1. Commitment to dnata values and operating procedures.
2. Maintain safety at all times.
3. Adhere to safety policies, procedures, and processes.
4. Minimum of 2 years' experience in a customer service role.
5. Experience handling difficult situations and high-volume customer service.
6. Ability to work under pressure, including extra hours.
7. Teamwork skills, sharing information and supporting colleagues.
8. Effective communication skills across diverse backgrounds; handle sensitive situations.
9. Ability to handle baggage up to 32kg.
10. Assist passengers with special needs, including pushing wheelchairs.
11. Understand and meet SLAs while adhering to safety standards.
12. Proactive, able to manage multiple issues and resolve them effectively.
13. Ability to work unsupervised in a fast-paced environment.
14. High-level computer skills.
15. Motivated to work rostered shifts, including mornings, evenings, and weekends, spanning 24/7.
16. Stay up-to-date with training requirements.
17. Adhere to uniform policy at all times.
18. Follow management instructions accurately.
Please note that employment with dnata Airport Services Pty. Limited is conditional upon a satisfactory security clearance (ASIC) and a pre-employment medical assessment.
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