Customer Service Officer

About the Role

The Customer Service Officer provides a level of internal and external service that exceeds customer expectations and delivers that by applying and adhering to company policies, procedures, rules and regulations safely and efficiently. Working on a 7-day rotating roster.

Dispatch and Receiving of Flights

• Checking in customers and their luggage using the Amadeus Altea Customer Management System, following the Customer Service Manual, including manual handling of heavy items where required
• Assisting customers to check in using the Darwin Airport Self Service check-in Kiosks and Automatic Bag Drop
• Complete all appropriate paperwork for dispatch of flights, paying particular attention to passenger manifests and KPI reports
• Escort passengers to the aircraft through the appropriate gate and dispatch passenger and flight, which may require entering the airside in an open-air and loud environment
• Adhere and apply strict security and safety regulations, and apply airline regulations
• Assisting and caring for special request passengers such as wheelchairs or unaccompanied minors
• Processing mishandled, lost, damaged baggage and lost property, and processing the departure and receiving of helicopter flights

Other Duties

• Answering telephones courteously and conscientiously
• Managing excess baggage charges and Sales Activity Report (SAR) functions per policy
• Supporting delayed/mishandled flight management under the guidance of the Team Leader, including advising passengers of delays and arranging refreshments as directed
• Providing check-in support to Airnorth outports as required
• Preparation, loading and unloading of catering for applicable flights
• Identifying and communicating any workplace hazards or health and safety issues to management

The employee may be required to temporarily work at other Airnorth locations during their employment, with reasonable relocation expenses covered by Airnorth.

Why Join Airnorth?

Employee benefits including discounts on domestic and international travel, health insurance, gym memberships and an employee assistance program.