Customer Service Officer

The Customer Service Officer provides a level of internal and external service that exceeds customer expectations and delivers that by applying and adhering to company policies, procedures, rules and regulations safely and efficiently. Working Conditions Working following a 7-day rotating roster, casual hours. Position Description DISPATCH AND RECEIVING OF FLIGHTS • Checking in customers and their luggage using the Amadeus Altea Customer Management System) following the Customer Service Manual, including manual handling of heavy items where required. • Assisting customers to check in using the Darwin Airport Self Service check-in Kiosks and Automatic Bag Drop. • Complete all appropriate paperwork for dispatch of flights paying particular attention to passenger Manifests and KPI Reports. • Escort passengers to the aircraft through the appropriate gate and dispatch passenger and flight. This may require entering the airside in an open-air and loud environment. • Adhere and apply strict security and safety regulations. • Apply airline regulations. • Effectively assist passengers through airport terminals. • Assisting and caring for special request passengers such as wheelchairs or unaccompanied minors. • Closing off flights for check-in as per closure time. • Processing passengers mishandled, lost, damaged baggage and lost property. • Pre-flights for the same and next travel day as detailed in the Customer Service Manual. • Processing the departure and receiving of helicopter flights. • Completing of Passenger assessment. TELEPHONES • Telephones to be answered and inquiries always dealt with courteously and conscientiously. EXCESS BAGGAGE & SALES REPORT (SAR) • Excess baggage to be charged in line with set policy and procedures. • SAR function is to be managed following the policies and procedures of the Reservation Manual. o SAR is completed at the end of each shift fully completed and signed. o For missing coupons, a copy of the passengers' PNR must be attached to SAR. o Discrepancies must be recorded, and an explanation provided on the SAR form and reported to the Customer Service Supervisor. DELAYED / MISHANDLED FLIGHTS Detailed procedures for delayed flight management are contained in the Corporate Operations Manual. • Under the guidance of the Team Leader, passengers are to be advised of the nature and extent of delay within 10 minutes of notification. • Passengers are to be advised of progress at 30-minute intervals without fail. • At the direction of the Team Leader light refreshments/meals to be organised through airport food outlets. • At the direction of the Team Leader issue passenger disruption letters. OUTPORT ASSISTANCE Provide check-in support to Airnorth outports as required. CATERING Preparation, loading and unloading of catering • Prepare catering for applicable flights • Loading catering onto flights • Unload catering from flights SAFETY MANAGEMENT Identify and communicate to management any hazards or health and safety issues identified within the workplace. While a representative of the duties and responsibilities of the role, this Employment Position Statement does not imply that these are the only duties to be performed. The employee may be required to temporarily work at other Airnorth locations during their employment for varied periods, sometimes with short notice. All reasonable expenses incurred as a result of the relocation will be covered by Airnorth and employees are expected to comply unless exceptional circumstances prevent them from doing so the employee may be required to follow any other lawful instructions and to perform any other duties reasonably requested and within the assessed skills of the employee. The Airnorth Family More than just a business, Airnorth are a part of the social and economic fabric of northern Australia, and vital to many of our clients. The symbiotic relationship between our people, our clients and the communities makes us truly different. This year Airnorth celebrates mastering Australia's northern skies for over 45 years. Whilst we remain true to our Territory roots and continue to maintain our headquarters in Darwin employing over 225 staff across administration and operational capacities, we recently opened a new office base in the heart of metropolitan Perth, Western Australia. The business divisions that make up Airnorth and how we transform the way our customers travel consist of: CAMO Commercial Corporate Services Engineering Finance Flight Operations Ground Operations Human Resources Safety and Compliance We're proud of everything we've achieved as a regional airline. It's our people who make us who we are, and as we continue to evolve as a business, it's the passion, knowledge and pioneering vision of our team that inspires and motivates us to deliver on our promise: to provide our customers with the best in class regional air services, specialising in connecting people to unique and often difficult to reach destinations.