Job description
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 spanning 78 countries on six continents. The company operates Ports and Terminals, Marine Services, Logistics and Technology divisions, and is transforming the supply chain through integration of global infrastructure with local expertise and investment in innovation, automation, and disruptive technology.
Role Purpose
To deliver excellent customer service and safe buggy transport services to airport passengers and guests within Midfield Terminal, while maintaining adherence to DP World and airport standards and supporting continuous improvement through passenger feedback and stakeholder coordination.
Key Responsibilities
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 for arrivals and departures.
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 offices, restaurants, and ATM machines.
- Understand and provide information about airport facilities, including toilets, information counters, and airline offices, to travelling passengers.
- Communicate with passengers, airport users, airlines, and other stakeholders to ensure excellent delivery of customer service and buggy transport service.
Operations & Standards
- Attend briefing sessions conducted by superiors to maintain high standards at all times.
- Carry out handover procedures in line with agreed standards of performance.
- Ensure adherence to ADA standards, policies, processes, and procedures.
- Ensure all relevant information is readily available and remain abreast of all changes within Midfield Terminal that may affect the quality of customer service delivery.
- Monitor and manage the internal lift entrapment and panic alarm process in line with ADA SOP where required.
Coordination & Relationships
- Coordinate with Midfield Terminal stakeholder employees to extend assistance and solve customer problems.
- Interact with the client's Team Leader and other staff in their section and department to build and maintain effective working relationships and maintain high standards and quality of work.
Feedback & Reporting
- 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 according to SOP, keeping the CX Team Leader informed.
Emergency Response
- Support and respond to passenger needs in the event of an emergency arising.
Continuous Improvement
- Suggest improvements to levels of customer service delivery and other systems of work to improve the quality of service to all customers.
Additional Information
- Full details are available on the employer's original posting.