Senior Customer Services Agent
dnata
Total years of experience :18 years, 7 Months
Designated as a Senior Customer Services Agent under the Customer Services - Customer Service Department, had the chance to work in different areas of the Airport operations such as Passenger Services (Check-in / Boarding) and Mishandled Baggage Department.
Passenger Services
- Currently working as a Boarding Gate Team Leader, in-charge of coordination to different concern people and areas such as Flight Dispatcher, Baggage Hub Control, Flight controller and Airline Representatives to ensure flight safety and on-time departure.
- Trouble-shoots and rectifies any discrepancies in the flight occurred during Check in.
- Actions last minute changes for the flight, either plus or minus upon getting authority from the airlines, to ensure total checked in figures are tallied with the total passengers onboard.
Mishandled Baggage Department
- Assist passengers arriving on various flights at arrival, assists them and raises the property irregularity reports for any mishandled baggage through the World-tracer system. Issues airline kits bags to those passengers who are eligible to receive on behalf of the airlines, records the details of the same in the system.
- Respond to queries from passengers about their mishandled bags while dealing with them face to face and on telephone.
- Dispatch the left behind baggage or baggage received for transfer, to the stations concerned by strictly adhering to the security implications and airlines’ procedures, so that all the bags are restored to the owners as quickly as possible. Forwards all unclaimed bags back to the respective airline headquarters after 05 days under advice to the local airline office.
- Record all unclaimed baggage, security items and found articles received from various airlines, in system within 04 hours of flight arrival. All tag-less baggage should be recorded in system immediately to achieve the best tracing results. Ensure that they are stacked, stored properly and their locations are updated in the system.
- Ensure that delivery of claimed baggage is done against proper documents. Co-ordinates with Ground Operations for the delivery of all offloaded baggage through the tagged baggage for passenger collection and deliver them against baggage claim tags.
- Monitors and process action file messages within the same shift and see that at-least 80% of the incoming messages are responded, within the same shift. Ensures that all the passengers are kept regularly informed of the status of their missing bags.
- Ensures files of all missing bags are closed within 03 hours of flight arrival and passengers are kept informed immediately of the arrival of their bags. Arranges home delivery for those airlines, who has an agreement with Dnata, using services of car rentals agencies as quickly as possible.
- Ensures that baggage short-tagged to Dubai is re-tagged on onward flight, on receiving telex message from the Transfer desk or instruction from Airline representative.
- Organize Left Luggage store systematically keeping the left luggage separately in racks. Ensures correct charges are applied on all Left Luggage bags. The amount collected is deposited in the company’s bank account.
- Due to my hard work and dedication, had the chance to act as Customer Services Officer. Plans and Organize staff allocations, controls manpower and equipments in the shift in order to optimize utilization. Reports equipments failures, discrepancies and incidents that occur during the shift. Monitors the shift operations, handles complaints from airlines and passengers regarding mishandled baggage.
Welcomes and assist passengers during their stay in the lounge.
Replenish food and beverage at the buffet table to be ready for consumption.
Prepares shift reports after every shift.