Airline Customer Service Job Description

March 20, 20120 Comments

Airline Customer Service Job Description

Airline Customer Service Job Description/Profile

The role of an Airline Customer Service Agent is to help passengers check in at the airport and assist them during the ticketing & reservation process.

An airline customer service agent is the first contact person from the airline’s side that meets & greets passengers at the airport. It is responsibility of the agent to ensure that the passengers find the whole check-in process comfortable – passenger identity registration, baggage registration & seating registration etc.

An agent should represent their airline in a professional manner. The agent serves the passengers with great patience to ensure that they are psychologically prepared for air travel.

Duties and Responsibilities –

  • Welcoming and assisting passengers in a professional, yet friendly and polite manner
  • Assisting passengers complete the airport check-in process.
  • Assisting passengers make changes in their journey schedule, if they want
  • Accompanying the passengers to the air-plane
  • Answering passengers’ queries about the flight schedules, arrival & departures and fares etc.
  • Helping passengers with special needs, i.e. providing wheelchair etc.

Skills and Specifications –

  • Excellent communication skills
  • Knowledge of multiple languages is a plus
  • Friendly and cheerful personality
  • Should know basic computers
  • Outstanding customer service skills
  • High energy levels as this job profile demands extensive standing

Educational Qualification –

  • High School Diploma/GDE level education
  • Some airlines may prefer candidates with college education in customer service

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