Customer Service Agent - Melbourne (Part Time)

Customer Service Agent- Melbourne (Part Time)

This role reports to the Manager Ground Operations. Customer Service Agents are responsible for championing customer service and safety on all Fiji Airways services throughout the customer's journey, including situations of irregular operations. Their goal is to achieve operational performance and revenue objectives.

KEY RESPONSIBILITIES

• Greet guests with a warm and friendly demeanour, attending to their needs at check-in counters, departure gates, and arrival areas. Aid as required, including support for unaccompanied minors, elderly guests, and those with reduced mobility.
• Efficiently process guest acceptance, including issuing boarding passes, checking identification, and verifying travel documents. Assist guests during the boarding process, ensuring adherence to security and safety protocols.
• Assist guests with baggage check-in, collection, and tracking as needed. Resolve any baggage-related issues, including lost, damaged, or delayed luggage, following established airline procedures in conjunction with our global baggage services team.
• Provide accurate and up-to-date flight information, including departure and arrival times, gate assignments, and flight delays or cancellations. Assist guests in navigating the airport, and familiarize them with Fiji Airways' Nadi Hub layout, services, and connecting processes to ensure a smooth journey.
• Assist guests with booking or modifying flight reservations, upgrading seats, and managing travel itineraries. Process ticket sales, ancillary charges, seat upgrades, and handle payment transactions as needed.
• Address guest complaints, concerns, and disputes in a professional and empathetic manner. Seek prompt solutions to resolve issues and escalate matters when necessary.
• Maintain awareness of security regulations and adhere to safety protocols at all times. Report any suspicious activities or potential security threats to the appropriate authorities.
• Remain knowledgeable about emergency procedures and assist in implementing evacuation plans or other safety measures during critical situations.
• Collaborate closely with other airline departments, including Fiji Airways Operations Control Centre, flight and cabin crew, and maintenance teams, to ensure seamless communication and coordination throughout the guest journey.
• Participate in ongoing training sessions to stay updated on airline policies, procedures, and customer service techniques. Stay informed about industry trends and developments to provide knowledgeable assistance to guests.

QUALIFICATIONS, SKILLS & EXPERIENCE

• Successfully completed Year 12 or equivalent or additional education and experience in airline customer service roles and trained in customer service or aviation field is a plus.
• Excellent communication and interpersonal skills, with the ability to engage effectively with diverse groups of guests.
• Strong problem-solving abilities and the capacity to remain calm under pressure.
• Basic computer proficiency and familiarity with Amadeus Altea Customer Management technology suite.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Customer-focused mindset with a dedication to providing outstanding service.
• Flexibility to work in shifts, including weekends, evenings, and holidays.
• Physical capability to stand, lift baggage, and move around the airport terminal.
• Ability to obtain an Aviation Security Identification Card (ASIC) and complete background and reference checks as required.