Singapore Airlines Turkey Looking For Customer Services Agent

Singapore Airlines - Singapore Airlines Turkey Looking For Customer Services Agent

JOB PURPOSE:
Responsible for activities (including administrative) contributing to efficient
ground operations and to provide the highest level of customer service for all
Singapore Airlines flights arriving and departing from the station.
JOB DESCRIPTION:
1. Flight Handling
a. Perform activities related to traffic handling including pre-flight
planning, check-in, departure and arrival handling, baggage, lost and
found, ramp, lounge, delay handling and any passenger enquiries.
b. Proactively interact with customers in all areas of customer contact
and ensure that passengers are being well taken of and special
assistance are provided as appropriate.
c. Ensure that service partners perform daily operations and services in
accordance to contractual standard and targets.
d. Follow up promptly with post flight actions and administration.
e. Confident when dealing with irregular situations such as handling
difficult customer, flight disruption, etc and able to render
appropriate service recovery to passengers.

2. Administration
a. Maintain proper records and filing system on flights and daily
operations.
b. Provide support in preparation of report (e.g. statistics and figures)
as required by his/her superiors
c. Verification of selected invoices relating to station operation
d. Ability to carry out investigation relating to discrepancies, lapses and
errors.
e. Review work procedures and implement solutions to improve
service, efficiency, or cost savings.
f. Prompt follow-up and response to emails from HQ and SM
3. Other duties or Assignments (please specify if applicable)
a. Any other duties as assigned by Station Manager Istanbul

PERSONAL CHARACTERISTICS & BEHAVIOURS
1. Customer service and communication skills
2. Able to work well as a team player
3. Organised and neat in work
4. Proactive in seeking solutions to resolve problems
5. Disciplined and respectful of local guidelines and company directives
6. Able to work in a high stress environment
QUALIFICATIONS/REQUIREMENTS
1. University Graduate
2. Fluent in both written and spoken English language and Turkish language.
3. Computer literate and knowledge of basic office applications e.g. Microsoft
Word / Excel
4. Literacy in ops functions and systems e.g. but not limited to Altea CM/FM,
OCCS, other systems pertaining to individual job functions
5. Knowledge of airport operations.
6. Previous ground servicing/public relations functions preferred but not
essential.
7. Required to work shifts.
8. Overtime required for flight delays and through peak periods as necessary.
POSITION REPORTS TO: STATION MANAGER ISTANBUL
LOCATION: ISTANBUL INTERNATIONAL AIRPORT