Customer Service Agent

About the role

The Customer Service Agent ensures safe and efficient transport of ADAC guests within the airport terminal while providing clear, concise information to passengers. You will act as a key point of contact for travelers, assisting with queries about airport facilities, services, and emergency procedures.

Key responsibilities

• Transport ADAC guests safely within the terminal and coordinate buggy services for arrivals and departures.
• Provide up‑to‑date information on airport rules, lounges, gates, banks, restaurants, ATMs, toilets, and other facilities.
• Attend briefings, follow handover procedures, and suggest improvements to service delivery.
• Assist elderly, people of determination, children, and other passengers requiring special support.
• Monitor internal lift entrapment and panic alarm processes in line with ADA SOP.
• Collect on‑the‑spot passenger feedback and report faults or unattended items to the relevant teams.
• Support passengers during emergencies and ensure compliance with ADA standards, policies, and procedures.

Required profile

• Strong communication skills with the ability to convey information clearly.
• Customer‑focused attitude and willingness to assist diverse passenger groups.
• Ability to work collaboratively with airport stakeholders and follow standard operating procedures.
• Attention to detail for reporting faults and handling feedback.

Required skills