A customer service representative, sometimes also known as a customer service agent, working for an airline might be stationed in a call centre or at an airport service counter. Regardless of whether she provides service over the phone or face-to-face with travellers, she is responsible for making certain airline customers receive the services they expect.
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Call Center Duties
A call centre service representative takes incoming calls from airline customers. He might deal with complaints, help passengers establish itineraries or answer general questions in regards to travel. He looks information up on the computer system to aid his callers, and he generally documents his calls.
Call Center Environment
A representative at a call centre is usually seated in a cubicle or other small work area equipped with a telephone with a headset and a computer. She continually takes calls all day. The environment can be somewhat loud and stressful. The hours could be full-time or part-time, and a representative might be required to work holidays, nights and/or weekends.
A customer service representative working in the airport might be stationed at the ticket counter, a baggage claim counter or at a terminal gate counter. He is responsible for checking passengers' identification, accepting and tagging baggage, and printing boarding passes for passengers as they check in. He might also answer questions and rebook passengers due to cancelled or delayed flights. At a terminal gate counter, the service representative organises passenger information, makes announcements, and works with passengers needing special attention or those waiting for standby tickets or upgrades. The baggage claim counter representative assists passengers who have lost their luggage.
Airports are generally quite busy and often loud, and it can be stressful for customer service representatives to keep up with the pace. The rep is usually on her feet for the majority of the day, she will handle heavy pieces of luggage, and she will spend a fair amount of time on the computer. The work hours could be part-time or full-time, and a representative will probably work holidays, nights and/or weekends.
Whether working at a call centre or in the airport, an airline customer service representative needs a high school diploma or equivalent. On-the-job training is provided. Since a representative interacts extensively with the public, he needs to be diplomatic, helpful, outgoing and cooperative. The job demands a good eye for detail and a deep respect for protocol. Call centre employees should be comfortable handling repetition, while in-airport associates should be adept at juggling competing demands and shifting priorities.
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