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Melbourne Airport, VIC
The Service Delivery Agent is responsible for working in a team environment to ensure timely, efficient, professional, and safe passenger service functions, including check-ins and/or leading gate agent duties, while ensuring all regulatory requirements are met. The role also involves ensuring the efficient, safe, and accurate adherence to clients’ requirements during aircraft turnaround and achieving KPIs for our clients.
The position available is Permanent Part-time .
Primary Duties And Responsibilities
1. Deliver a high standard of customer service for all client airlines, ensuring all customer service requirements are met in a timely, efficient, and professional manner.
2. Carry out passenger check-in duties and other related duties, including assisting passengers in wheelchairs to and from aircraft.
3. Assist passengers during disrupted or delayed services, and those requiring special assistance.
4. Promote and maintain a positive company image, including grooming, behaviors, and service standards.
5. Follow directions during shifts to achieve timely aircraft departures (100% On Time Performance).
6. Comply with dnata Standard Operating Procedures and Policies.
Essential Criteria
1. Adherence to all company safety, policies, procedures, and processes.
2. Minimum of 2 years’ experience in a customer service-oriented role.
3. Experience in handling difficult situations with clients and managing high-volume, personalized customer service.
4. Ability to handle baggage up to 32kg.
5. Ability to assist passengers with special needs, including pushing wheelchairs.
6. Understanding of the importance of meeting Service Level Agreements (SLAs) while adhering to safety requirements.
7. Ability to work independently and in a fast-paced team environment.
8. High-level computer skills.
9. Motivated and capable of working rostered shifts, including mornings, evenings, and weekends, spanning 24/7.
Highly Desirable
Fluency in one or more of 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.
Applicants must have the right to work in Australia. Due to high application volumes, only shortlisted candidates will be contacted.
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