Customer Service Agent


An opportunity has arisen for a panel of Customer Service Agents in the Customer Service Team, Dublin Airport. The purpose of this role is to ensure the safe and efficient flow of passengers through the Terminal in a helpful, friendly and professional manner. This is a shift position reporting into the Customer Relations Agent and in turn to the Terminal Services Officer. Vacancies will be recruited on a DASL reduced hours fixed term contract for six months. A computer based assessment will apply pre-interview for short listing.


Key responsibilities of the role:
• Delivery of excellent customer service in order to achieve the Dublin airport objectives (e.g. attaining the no 1 ACI position in our passenger category by 2017)
• Respond to customer service queries in a friendly, efficient and professional manner
• Assist passengers in a pro-active manner (e.g. way-finding; verbalising security requirements / conveying instructions)
• Manage queues / passenger flows within the Terminal operation in order to promote safety and maximise efficiency
• Provide feedback and support the ethos of continuous improvement within the Customer Service team
• Demonstrate a good understanding of the Dublin Airport objectives, ACI, Service Quality Measures (SQM) and any KPI targets that underpin our performance
• Take part in performance management / feedback discussions regarding individual performance
• Support the wider Terminal operation as required
• Comply with Health and Safety provisions both in the public interest and to protect individuals and team members
• Ensure business continuity plans are implemented as directed by CRA / TSO
• Ensure emergency response procedures are implemented per Direction 27 (e.g. mass cancellation plan; adverse weather events; security alerts etc)
• Support the TSO, CRA and ACC Team Lead as required
• Any other ad hoc duties as may be required from time to time


Essential Competencies:
• Experience dealing with customers and excellent customer service skills
• Experience in a service driven organisation
• An excellent standard in spoken English
• Experience working in a high performing team is desirable
• Experience of airport operations is desirable

Pay Rate: €11.96

Location: Dublin