Position: Customer Service Specialist

Reporting to: Customer Service Lead

Job Summary: To provide all necessary and required passenger/customer services as contracted by the customer to include but not be limited to reservations, ticketing, baggage processing, terminal/gate check−in, jet way operation, greeting arriving passengers, handling of VIPs, provide special passenger assistance, handle customer complaints and other duties as assigned.

Job Qualifications:

• High School Diploma or GED equivalent
• Passionate about customer service and must have relevant work experience
• Excellent communication skills (written and verbal) in country specific language
• Being able to speak more than one language is desirable
• Commitment to continuous improvement
• Attention to detail
• Ability to follow processes and procedures and apply flexible approach when required
• Must be able to type and learn airline specific computer reservation/ticketing software
• Willingness to work on various shifts (days, evenings, nights, weekends and holidays)

Job Responsibilities:

• Inspect and verify passenger documentation
• Issue boarding passes and reschedule passengers affected by flight interruptions or cancellations
• Manage passenger baggage processing including handling and fee calculation if applicable
• Assist passengers as needed through arrival and check in processes including support for passengers with special needs such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance
• Direct passengers through Customs, Immigration, and Quarantine, as required
• Make public address announcements as required
• Assist Ramp Service Agents to ensure that wheelchairs, strollers, and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival
• Comply with all federal and municipal, airport authority and carrier security requirements and GTAdnata’s SOPs and policies
• Operate equipment to include the jet way, computer keyboards, and carrier specific reservation/ ticketing software
• Produce all required, work−related documentation
• Other duties as assigned