**Job Title:** Customer Service Officer
**Introduction:
At our airport, we're not just filling roles - we're building a team of people who embody the spirit of service excellence and take pride in representing our customers. We're proud to be big enough to manage operations at some of Australia's busiest airports, while also being small enough to care for every team member.
We're looking for a skilled customer service professional to join our team as a Customer Service Officer. In this role, you'll provide excellent customer service and assist passengers checking in with seamless efficiency. You'll be the face of our organisation to clients and passengers, putting their needs at the heart of all required tasks.
**Responsibilities:
* Deliver check-in services on behalf of our airline partners in the correct application.
* Ensure a safe environment and demonstrate a clear understanding of health and safety policies and procedures.
* Politely welcome passengers as they arrive at the terminal counter.
* Compare information on tickets with passenger data to ensure it all matches and is correct.
* Check bookings and issue boarding passes.
* Educate passengers about airport security protocols and luggage allowances.
* Safely direct passengers to the correct gate for their flight.
* Represent our airline partners to the highest level, ensuring customer satisfaction.
* Ensure the safe and secure operation of all equipment.
* Perform boarding gate duties, including public announcements as per our client's requirements.
* Complete passenger marshalling duties, maintaining a safe and secure environment as per our client's requirements.
* Push passengers requiring wheelchair assistance in wheelchairs.
* Complete any relevant documentation.
* Provide accurate information to passengers.
* Operate any lifting devices, including Eagle Hoists, in accordance with approved transfer methods, to assist wheelchair passengers.
* Provide assistance to passengers with personal wheelchairs, transferring in accordance with approved transfer methods.
* Assist wheelchair passengers in manoeuvring luggage from the baggage belt onto a trolley.
* Collect 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 effectively.
* Provide assistance to customers finding family or friends collecting them at a drop-off point within the boundaries of the Airport.
**Skills and Qualifications:
We're looking for candidates with the following skills and qualifications:
* A valid Aviation Security Identification Card (ASIC) or ability to obtain one.
* Experience in the aviation/airline industry (desirable).
* A valid driver's license to commute to work.
* Ability to perform all duties at a high standard of customer service.
* Caring approach to dealing with people.
* Clear communication and good interpersonal skills.
* Excellent organisational and time management skills.
* Strong ability to multi-task, prioritise and meet deadlines.
* Customer focus to deliver exceptional service.
* Ability to adapt to changing priorities and situations.
* Able to work well in a fast-paced team environment.
* Highly personable and able to communicate and influence diverse stakeholders.
* Manual handling procedures.
* Conflict resolution skills.
* Proficient in report writing in plain and clear English.
* Intermediate skills in Microsoft Office Suite.
* Awareness of the importance of achieving on-time performance goals in an efficient and safe manner.
**Benefits:
We offer a range of benefits, including:
* Ongoing career training and development with in-house programs.
* Discounts and benefits across travel, retail, lifestyle and other areas.
**Other Information:
Please note that due to the high volume of applications, only those progressed to the next stage of the recruitment process will be contacted.
We look forward to hearing from you!