Senior Airport Services Agent

Job Purpose
A winner of more than 500 international awards, Emirates operates one of the aviation world's youngest, most environmentally-friendly and technologically advanced-fleet of over 250 aircraft.

Its rapidly expanding network spans 145 destinations in Europe, North America, South America, the Middle East, Africa, the Indian subcontinent and Asia Pacific. The airline is an employee-focused company with a commitment to providing staff with excellent working conditions and competitive salaries.

• Identify and meet the standard and special service requirements of the customers at check-in, transfer desk, special services and boarding gates by adhering to the set service standards and procedures so that the customers are handled in a friendly and efficient manner.
• Adhere to the internal operating boarding procedures by ensuring that laid down boarding priorities, announcements, hand baggage removal, regular staff briefing and stationary/equipment availability before the flight. Post the flight, ensure flight coupon reconciliation and head count confirmation is in order to assist the smooth process of a safe and on time departure of EK flights in order to achieve EK standards and customer satisfaction.
• Guide and advise team members to ensure that superior customer service levels are upheld and assist the process of ensuring the safe and on-time departure of EK flights
• Oversee the arrival of bags into the baggage hall, ensuring priority bags are first on the carousel and assist customers with missing or damaged bags referring them to Emirates GHA to complete necessary paperwork and follow up on missing bags for Premium customers ensuring customers are kept fully informed.
• To monitor queues at check-in ensuring priority given to Premium customer card holders. To assist and deal with any excess baggage and visa issues that may arise. Assist in dealing with any problems such as, keeping customers informed of any delays, disruptions and denied boarding including the implementation of the 'Options' scheme.
• Assist with the preparation and completion of pre and post flight documentation and complete all relevant station statistical information and filing.
• Ensure all safety instructions are compiled with at all times and report any damage to aircraft, ULDS, immediately and assist with preparation of relevant reports.
• Cover the absence of check-in supervisor and prepare flight briefs regarding customer information ensuring that all staff, GHA and service providers are fully aware of this information. Ensure all operational areas are covered and that staff are aware of what is expected of them to ensure high levels of customer service in all operational areas. Where applicable, handle crew scheduling, allowances and any crew-related issues.
• The job holder will be required to work in all areas of the operation, supporting and overseeing, as necessary, check-in, boarding, ramp, lounge and other areas of Airport Operations as directed by senior staff on duty.
• The job holder will be expected to make decisions affecting operations on a day to day in line with local procedures.
• The job holder is also responsible for adhering to the relevant health and safety requirements and safe working practices applicable to their employment.

Qualification

• A good level of secondary education or equivalent.
• Experience in Customer Services handling.
• Knowledge of check-in procedures.
• Must have completed relevant and recognized professional training courses in Customer Services and Handling, Ground Operations and Reservations
• Proficiency in Microsoft Office applications.
• Fluency in spoken and written English and Portuguese.

Information

• Applications from staff who have not completed 12 months' service in their current position will not be considered. Staff can apply if they have been in their current position for at least 1 year. Staff who have moved to their current position following a lateral transfer may apply at any time.
• Candidates must have the legal right to live and work in Portugal. The Company will not assist with obtaining work permits.

Salary & benefits

Competitive Salary

Competitive Benefits