CUSTOMER SERVICE AGENT

Role Overview

Customer Service Agent at DP World, based at Midfield Terminal.

Role Purpose

Deliver safe, efficient, and high-quality passenger assistance and information services within the airport terminal, ensuring compliance with ADA standards while responding to diverse customer needs and supporting continuous service improvement.

Key Responsibilities

Passenger Transport & Assistance

• Ensure safe and efficient transport of ADAC guests within the airport terminal.
• Provide assistance and guidance to passengers as and when necessary, especially elderly passengers, people of determination, and children.
• Coordinate with other airport representatives to provide assistance related to passenger buggy transport service at arrival and departure.
• Support and respond to passenger needs in the event of an emergency.

Information & Communication

• Provide clear and concise information to airport passengers regarding appropriate rules and regulations.
• Ensure all relevant information is readily available and remain abreast of all changes within Midfield Terminal that may affect customer service delivery quality.
• Understand and provide complete and detailed information relating to services available in the airport, including lounges, gates, banks, post office, restaurants, and ATM machines.
• Understand and provide information about airport facilities, including toilets, information counters, and airline offices, to travelling passengers.

Coordination & Stakeholder Management

• Coordinate with Midfield Terminal stakeholder employees to extend assistance and solve customer problems.
• Report faults to concerned departments for rectification and keep the client's Team Leader advised.
• Report unattended items to ADA and according to SOP, keeping the CX Team Leader informed.

Standards & Compliance

• Ensure adherence to ADA standards, policies, processes, and procedures.
• Attend briefing sessions conducted by superiors to maintain high standards at all times.
• Carry out handover procedures in line with agreed standards of performance.
• Monitor and manage the Internal lift entrapment and panic alarm process in line with ADA SOP where required.

Feedback & Continuous Improvement

• Suggest improvements to levels of customer service delivery and other systems of work to improve service quality to all customers.
• Collect and use on-the-spot passenger feedback, suggestions, recommendations, unusual questions, and special requests in support of continual improvement and contract reporting purposes.