Position Description - Passenger Service Agent

1. Quality Management System
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Position Description
Document Profile
Title: Passenger Service Officer
Type: Position Description
Division: Customer Service
Version Control
Version Date Approver
0001 13.03.2018 Peter Georgiou – Managing Director

2. Quality Management System
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Position Description
POSITION DESCRIPTION
Position Title: Passenger Service Officer Reports to: Passenger Service Manager
Division: Customer Service Level: Clerical and Administration
Support Stream – Level 2
Role Overview: As a Passenger Service Officer, you will deliver Passenger Reduced Mobility
(PRM) services, assisting and guiding special needs customers throughout
their journey of the Airport, ensuring they arrive in a safe and timely
manner to their destination.
Being the ‘face of the company’ to clients and passengers, you will put the
customers’ needs at the heart of all required tasks.
Key
Responsibilities:
Service Delivery
• Deliver PRM services on behalf of Star Aviation and its customers in
the correct application.
• Assist and guide special needs customers throughout their journey
of the Airport, ensuring they arrive in a safe and timely manner to
their destination.
• Represent both at the Airline and Star to the highest level ensuring
customer satisfaction.
• Ensure the safe and secure operation of all equipment.
Qualifications and
Experience:
• Experience with special needs or reduced mobility persons.
• Clear communication and good interpersonal skills.
• Ability to perform all duties at a high standard of customer service.
• Demonstrated achievement in managing, motivating and leading a
large team.
• Experience in developing and implementing business improvements
and change management strategies.
• A valid drivers license.
• A valid Aviation Security Identification Card (ASIC).
• Senior First Aid.

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Position Description
Competencies
and Skills:
• Experience within the Aviation/Airline industry - desirable
• Caring approach to dealing with people.
• Excellent organisation & time management skills.
• Strong ability to multi-task, prioritise and meet deadlines.
• Customer focus to deliver exceptional service.
• Ability to adapt to changing priorities and situations.
• Able to work well in a fast paced team environment.
• Awareness of EEO, Anti-Discrimination & Harassment legislation.
• Health and Safety Training.
• Manual Handling procedures.
• Conflict resolution.
• Proficient in report writing, in plain and clear English.
• Intermediate skills for Microsoft Office Suite.
Behavioural
Attributes:
• Highly personable and able to communicate and influence a diverse
range of stakeholders.
• Customer and people focused.
• Understanding and empathetic.
• High standards of personal presentation.
• Reliable and punctual.
• Positive, proactive and able to work with minimal supervision.
• Flexible in dealing with change.
• Solutions focused.
• Calm under pressure.