Job Role : Customer Experience Team Member
Customer service provision and assisting passengers with information.
Team members interact face to face with thousands of passengers daily and the core task is to assist passengers in any way required to assist them on their journey.
Providing information regarding products and services, assisting with wayfinding and delivering the friendly and professional service that is core to Dubai Airports aspirations.
Communication and problem solving. Team members will be the first point of contact for the majority of passenger queries and issues, so they need to be agile and well informed to assist in the successful resolution of problems.
Coordination with service partners to deliver the daily operating plan. Team members will work closely with Dubai Police, GDRFA and service partners to efficiently process passengers through the required processes and touchpoints in a timely and compliant manner.
This includes adhering to daily operating plans and ensuring passengers are compliant with the requirements and processes.
Supporting the Terminal Operations Team in all daily tasks and activities. Team members will assist the operations team in ensuring a safe and secure environment, reporting hazards, and ensuring all policies and procedures are adhered to.
Briefing and reporting. Team members will support the operations team in preparing reports and briefings, gathering and recording required information and ensuring all required administrative tasks are accurately completed.
What We Are Looking For In Our Candidates
Customer Service See those they interact with as customer and seeks to identify and meet needs, taking swift action to resolve issues with integrity.
Solves Problems - Identifies problems within own area of remit and takes responsibility for finding a solution regardless of the causes.
Communicates Effectively - Clearly and concisely conveys information and ideas that engage others.
Gains Others’ Trust - Interacts with others in a supportive way and in accordance with our Values.
Judgement and Decision Making Quickly recognizes and gets to grips with increasingly complex scenarios. Secures and compares information from multiple sources and exercises judgement to close the gaps in data and deal with increasing levels of ambiguity.
Drive for Results - Is motivated to deliver results through leading large and diverse teams across functions or business units.
Shows drive to make a difference across teams, community and nationally.
Makes Decisions - Identifies and understands issues, problems and opportunities and takes action that is consistent with available facts, constraints and probable consequences.
Supports Difference - Works effectively with individuals of diverse cultures, interpersonal styles, abilities, motivations or background.
Resilience - Stays focused and composed when under pressure to deliver, dealing constructively with setbacks and staying on course even when facing resistance or pressure to change.
Lives Serco values Trust, Care, Innovation and Innovation
Essential Technical And Professional Skills
Must hold high school diploma or general education degree or equivalent professional qualification.
Should have minimum 1 year of experience as front-line staff delivering customer service in a Retail, F&B, hotel, hospitality or equivalent.
Must have good experience and understanding of dealing with customers and conflict resolution techniques.
Should have knowledge of basic software and online applications.
Should be fluent in written and spoken English - additional languages are advantageous,