Emirates Group

Job Purpose

dnata is a leading global air and travel services provider. We offer a wide range of quality and safe ground handling, cargo, travel, catering and retail services, contributing to a memorable travel experience in the air and on the ground. If it's part of the journey, it's part of the portfolio.

Within this role you will provide a consistent quality service to the customers at any designated area (check-in, gates, transfer desk, special handling and FMU) that is consistent with dnatas high service standards. The timely and efficient service provided should be in accordance to the agreed Standard Operating Procedures as well as safety and security standards set by International Civil Aviation Organisation (ICAO) and Local Airport Authorities.

• General Accountabilities:
  - Display excellent customer service skills, team work and understanding to achieve customer satisfaction. Strive as part of a dedicated team to avoid complaints and earn compliments. Ensure excellent discipline and grooming standards are displayed at all times while on duty. Always adhere to the set service standards and procedures so that the passengers are handled in a friendly and efficient manner.
  - Ensure all equipment used at the designated work location is in good working order and report any maintenance requirements to the senior management on duty.
  -Ensure that all the requests and completion remarks are updated accurately in DMIS and that all charge notes are generated and authorised for billing. Generate a list of pending requests from DMIS to analyse advance work load profile.
  -Report any irregularity or service shortfall to the senior management on duty to enable service recovery and appropriate corrective action to be taken.
  -Ensure that the handling requirements of the various categories of passengers (e.g. unaccompanied minors, young passengers, wheelchair, elderly and passengers with special needs etc...) have been met and that special services and facilities are provided to meet any special services requirements by the customers.

• Special Handling Agent
  -Allocate manpower (attendants, buggy operators etc) as per the various obtained requests (wheelchair assistance, lounges) thus ensuring timely boarding of the passengers and planning of sufficient manpower at all times to cover the service needs.
  -Ensure effective communication with the passengers and the senior management and update if any flight or service delays is anticipated.

• Baggage Services Agent
  -Attend to passengers and raise reports for mishandled baggage or property irregularity, update systems regularly and respond to passengers queries.
  -Ensure that left behind baggage or baggage received for transfer are despatched to the stations concerned as per the airlines and security procedures.
  -Ensure that delivery of claimed baggage is done against proper documents and as per the airline contracts.
  -Organize left luggage store systematically and that correct charges are applied on all left luggage bags. The amount collected is deposited in the company's bank account and a daily sales report is prepared on shift basis.

• System Service Agent
  -Ensure allocated flights are opened/closed and edited as per the defined configuration and the airline specific requirements.
  - Ensure flight control sheets are maintained for each flight and message with regards to PNL, ADL, SOM, and LDM are actioned and filed.
  - Regularly update DMIS with configuration, booked load and actual load of the flight allocated.
  - Control flights (where applicable) through the various DCS by assessing passenger load and amending levels for No Recs/Go Show, staff acceptance, upgrading and downgrading according to the airline specific requirements.

Qualification

Qualifications & Experience:

• O Levels or equivalent 
• Strong communication skills (Verbal & Written)
• At least 2 years experience in a customer service role

Our services on the ground keep the world in the air. We’re one of the largest air services providers in the world, and you’ll find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We’re growing fast, and we’re looking for people with imagination and creativity to join our team of more than 40,000 people. We want potential stars to help us deliver on the promises our customers make. Be a part of our success story - if you want to join us apply now to the role.

Salary & Benefits

Join us in Dubai and enjoy attractive salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world.

Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website emiratesgroupcareers.com