Customer services agents look after the interests of all customers in their interactions and dealings with the business. Their main objective is to assist customers and make their experience a positive one.
An airline customer services agent:
- books passengers onto flights;
- checks documents and health certificates;
- issues travel tickets;
- weighs baggage;
- issues baggage receipts and levies charges on overweight baggage;
- removes flight coupons from travel tickets and attaches them to the passenger list;
- issues boarding passes;
- assists in arranging return flights;
- ensures that passengers receive messages;
- acts as announcer.
Some airports offer a 24-hour service and the customer services agent is expected to work shifts.
Satisfying Aspects
- dealing with many different, sometimes interesting people
- usually pleasant working environment
- helping to resolve customers' travel problems
Demanding aspects
- working irregular hours, shifts, weekends etc.
- over-demanding, difficult customers
- always being pleasant and helpful while on duty
- ensuring that booking details are always accurate
Requirements
A customer services agent should:
- get along well with people;
- be friendly and spontaneous;
- be thorough, precise and responsible;
- have a well-groomed appearance;
- have good communication skills.
School Subjects
National Senior Certificate.
Compulsory Subjects: English
Recommended Subjects: African Languages, Afrikaans, Geography, Tourism
Training
See Cabin Attendant and Travel Agent for travel related careers. Large organizations, departmental stores, etc, may provide in-service training.
Employer
- many organizations that deal with the public, eg. airlines, departmental stores, airlines
Contact
Contact any of the above employment possibilities