Customer Service Agent
CurrentPier 1 Facilitator Role July 2018-November 2018- Lead the CSA team in Central Immigration, Manage CSA in the area to achieve best results- Be a point of contact for Customer Service team in immigration on a 24hr basis- Drive Usage of Egates- Liaise with the TSO & CRA - Liaise with the INIS supervisory team and give regular updates on flights arriving into Central Immigration- Attend shift briefing with the TSO & CRA at beginning of shift- Document how the area runs within shift reportsStand Up Customer Relations Agent • Delivery of excellent customer service in order to achieve the Dublin airport objectives • Respond to customer service queries in a friendly, efficient and professional manner• Assist passengers in a pro-active manner (e.g. way-finding; verbalising security requirements / conveying instructions)• Manage queues / passenger flows within the Terminal operation in order to promote safety and maximise efficiency• Provide feedback and support the ethos of continuous improvement within the Customer Service team• Support the wider Terminal operation as required• Comply with Health and Safety provisions both in the public interest and to protect individuals and team members• Ensure business continuity plans are implemented as directed by CRA / TSO• Ensure emergency response procedures are implemented per Direction 27 (e.g. mass cancellation plan; adverse weather events; security alerts etc)• Support the TSO, CRA and ACC Team Lead as required
