The Service Delivery Agent is responsible for working in a team environment to ensure timely, effective, professional and secure passenger service functions of check-ins for passenger handling and/or lead gate agent duties while ensuring all regulatory requirements are met. Also responsible for the efficient, safe and accurate adherence to the clients’ requirements during an aircraft turnaround and achieving required KPIs for our clients.
The position available is Permanent Part time.
Primary Duties and Responsibilities
Deliver a high standard of customer service for all client airlines and ensure all customer service requirements are met in a timely, productive and qualified manner, at all times
Carry out passenger check in duties and other duties commensurate with the passenger service for customer airlines In wheelchairs to and from aircrafts
Assisting passengers- During disrupted or delayed services- That require special assistance
In wheelchairs to and from aircrafts
Promote and maintain a positive company image (including grooming, behaviours and service)
Follow direction during shift to achieve required timely aircraft scheduled departures (100% On Time Performance)
Comply with dnata Standard Operating Procedures and Policies
Essential Criteria:
Ensure adherence to all company safety, policy, procedures and processes
Minimum of 2 years’ experience in customer service oriented role
Experience in dealing with difficult situations with clients; and dealing with high volume, personalised customer service
Ability to handle baggage up to 32kg.
Ability to assist special needs passengers (including pushing wheelchairs to assist passengers)
Understands the importance of meeting Service Level Agreements (SLAs) whilst adhering to safety requirements
Ability to work unsupervised at times and in a changing and fast paced team environment
High level computer skills
Motivated and capable of committing to rostered shifts spanning 24 hours / 7 days a week including morning, evenings and weekend
Highly Desirable:
Fluent in the following languages:
Mandarin
Cantonese
Spanish
Please note that employment with dnata Airport Services Pty. Limited is conditional upon a satisfactory security clearance (ASIC), a pre-employment medical/Drug & Alcohol test and full vaccination.
📌 Passenger Services Agent
🏢 dnata
📍 Melbourne