CUSTOMER SERVICE AGENT

Role Overview

Customer Service Agent at DP World, located at Midfield Terminal airport.

Company Overview

DP World is a global trade and logistics company with more than 115,000 employees from 160 nationalities operating across 78 countries on six continents. The company operates Ports and Terminals, Marine Services, Logistics and Technology divisions, integrating global infrastructure with local expertise to create end-to-end supply chain solutions. DP World is committed to innovation, inclusion, and diversity.

Role Purpose

Deliver safe, efficient, and high-quality customer service to passengers and airport users within Midfield Terminal, including buggy transport assistance, facility guidance, and emergency response support while maintaining adherence to all ADA standards and procedures.

Key Responsibilities

Passenger Transport & Assistance

• Safely and efficiently transport 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 for arrivals and departures.
• Support and respond to passenger needs in the event of an emergency.

Information & Communication

• Ensure all relevant information is readily available and remain abreast of all changes within Midfield Terminal that may affect customer service delivery quality.
• Provide clear and concise information to airport passengers regarding appropriate rules and regulations.
• Understand and provide complete and detailed information relating to available airport services 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 & Collaboration

• Coordinate with Midfield Terminal stakeholder employees to extend assistance and solve customer problems.
• Communicate with passengers, airport users, airlines, and other stakeholders to ensure excellent delivery of customer service and buggy transport service.
• Interact with client's Team Leader and other staff in the section and department to build and maintain effective working relationships.

Quality & Compliance

• Attend briefing sessions conducted by superiors to maintain high standards at all times and carry out handover procedures in line with agreed standards of performance.
• Ensure adherence to ADA standards, policies, processes, and procedures.
• Suggest improvements to levels of customer service delivery and other systems of work to enhance service quality for all customers.
• Maintain high standards and quality of work.

Monitoring & Reporting

• Monitor and manage the Internal lift entrapment and panic alarm process in line with ADA SOP where required.
• Collect and use on-the-spot passenger feedback, suggestions, recommendations, unusual questions, and special requests in support of continual improvement and contract reporting purposes.
• Report faults to the 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.

Additional Information

• Full details are available on the employer's original posting.