CUSTOMER SERVICE AGENT

Role Overview

Customer Service Agent at DP World, based at Midfield Terminal in an airport environment.

Company Overview

DP World is a global trade enabler with more than 115,000 employees from 160 nationalities spanning 78 countries across six continents. The company operates integrated businesses in Ports and Terminals, Marine Services, Logistics and Technology, delivering end-to-end supply chain solutions. DP World is committed to innovation, inclusion, and diversity, reshaping global trade through intelligent systems and optimized processes.

Role Purpose

To deliver safe and efficient passenger support services within Midfield Terminal, including buggy transport assistance and comprehensive information services, while maintaining ADA standards and responding to passenger needs with professionalism and care.

Key Responsibilities

Passenger Transport & Assistance

• Safely and efficiently transport ADAC guests within the airport terminal.
• Coordinate with other airport representatives to provide buggy transport service assistance for arrivals and departures.
• Provide assistance and guidance to passengers as and when necessary, especially elderly passengers, people of determination, and children.
• 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.
• 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.
• Ensure all relevant information is readily available and remain abreast of all changes within Midfield Terminal that may affect quality of customer service delivery.

Coordination & Problem-Solving

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

Standards & Continuous Improvement

• 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 improve the quality of service 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.

Monitoring & Reporting

• Monitor and manage the internal lift entrapment and panic alarm process in line with ADA SOP where required.
• Report faults to the concerned departments for rectification and keep the client's Team Leader advised.
• Report unattended items to ADA according to SOP, keeping the CX Team Leader informed.
• Maintain high standards and quality of work.