Senior Customer Service Agent
• Supervises staff to work during all flights to ensure standard of service quality is maintained.
• Plans, organizes and controls all aspects of daily flight.
• Handles special situations like delays and over sales. Ensures that customers at check-in, gates and transfers are looked after and alternative solutions are provided aligned with QR policy.
• Maintains Qatar Airways professional image by adhering to all applicable grooming policies.
• Assists the passenger at all times by providing the best services with a smile 100% of the time.
• Deals with minor complaints from passengers and escalates to supervisors where appropriate.
• Rebooks passenger’s flights due to misconnection, cancellation or flight delays.
• Makes prior arrangement for any group check-in with regards to their boarding passes, tagging of bags.
• Organizes check-in counters and coordinates documentation issues.
• Provides proactive service to passengers prior to check in such as managing queues, removing old baggage tags, handling denied boarding passengers, staff passengers, helping families, identifying those with special needs and code share passengers.
• Initiates boarding at the gates, following laid down boarding priorities, announcements, hand baggage removal, flight coupon reconciliation and head count confirmation to assist a safe on time departure of QR flights.
• Delivers an efficient service at Transfer Desks for arriving QR passengers who are connecting. Verifies baggage details that are recorded in departure control system prior to checking in passengers. Ensures that transfer passengers are processed accurately and expeditiously.
• Ensures that all pre-post flight activities are completed within the specified time frame.
• Assists the Duty Managers, Duty Officer and Duty Supervisors with daily, weekly and monthly reports including invoice control
