Summary
The Customer Services Officer (Excess Baggage and Ticketing) is responsible for the collection of payment from passengers for the issuance of tickets, or for fees associated with excess baggage, re-booking, re-issuance or ancillary services. The incumbent will also assist passengers with re-booking and re-issuance of tickets during normal operations as well as during flight disruptions.
The Customer Services Officer (Excess Baggage and Ticketing) demonstrates professional behaviour when interacting with passengers and acts as a service ambassador for the organisation. The incumbent is detail-oriented, possesses excellent customer service and communication skills, and works in shifts to accommodate the flight schedules of customer airlines.
Both full-time and part-time positions are available.
Duties and Responsibilities
- Process and collect excess baggage fees.
- Process and collect fees associated with ancillary services offered by airlines (e.g. upgrades, seat selection, special services)
- Issue and collect charges for airline tickets sold at the airport.
- Re-book and re-issue tickets for passengers at the airport as required.
- Process passenger claims as directed by airline during irregular operations.
- Reconcile cash float and collections.
- Prepare shift sales report.
Requirements
- Minimum GCE 5 “N” levels and above.
- Minimum 2 years’ experience performing a similar function at an airline or ground handling company.
- Ability to pass training and assessment in airline reservation systems as required to perform the job.
