Job Description

The Customer Service Officer provides a level of internal and external service that exceeds customer expectations and delivers that by applying and adhering to company policies, procedures, rules and regulations safely and efficiently.

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WORKING CONDITIONS

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Working following a 7-day rotating roster

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Position Description

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DISPATCH AND RECEIVING OF FLIGHTS

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- Checking in customers and their luggage using the Amadeus Altea Customer Management System) following the Customer Service Manual, including manual handling of heavy items where required.
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- Assisting customers to check in using the Darwin Airport Self Service check-in Kiosks and Automatic Bag Drop.
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- Complete all appropriate paperwork for dispatch of flights paying particular attention to passenger Manifests and KPI Reports.
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- Escort passengers to the aircraft through the appropriate gate and dispatch passenger and flight. This may require entering the airside in an open-air and loud setting.
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- Adhere and apply strict security and safety regulations.
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- Apply airline regulations.
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- Effectively assist passengers through airport terminals.
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- Assisting and caring for special request passengers such as wheelchairs or unaccompanied minors.
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- Closing off flights for check-in as per closure time.
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- Processing passengers mishandled, lost, damaged baggage and lost property.
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- Pre-flights for the same and next travel day as detailed in the Customer Service Manual.
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- Processing the departure and receiving of helicopter flights.
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- Completing of Passenger assessment.
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TELEPHONES





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- Telephones to be answered and inquiries always dealt with courteously and conscientiously.
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EXCESS BAGGAGE & SALES REPORT (SAR)

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- Excess baggage to be charged in line with set policy and procedures.
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- SAR function is to be managed following the policies and procedures of the Reservation Manual.
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- SAR is completed at the end of each shift fully completed and signed.
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- For missing coupons, a copy of the passengers' PNR must be attached to SAR.
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- Discrepancies must be recorded, and an explanation provided on the SAR form and reported to the Customer Service Supervisor.
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DELAYED / MISHANDLED FLIGHTS

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Detailed procedures for delayed flight management are contained in the

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Corporate Operations Manual.

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- Under the guidance of the Team Leader, passengers are to be advised of the nature and extent of delay within 10 minutes of notification.
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- Passengers are to be advised of progress at 30-minute intervals without fail.
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- At the direction of the Team Leader light refreshments/meals to be organised through airport food outlets.
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- At the direction of the Team Leader issue passenger disruption letters.
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OUTPORT ASSISTANCE

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Provide check-in support to Airnorth outports as required.

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CATERING

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Preparation, loading and unloading of catering

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- Loading catering onto flights
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- Unload catering from flights
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SAFETY MANAGEMENT

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Identify and communicate to management any hazards or health and safety issues identified within the workplace.

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While a representative of the duties and responsibilities of the role, this Employment Position Statement does not imply that these are the only duties to be performed.

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The employee may be required to temporarily work at other Airnorth locations during their employment for varied periods, sometimes with short notice. All reasonable expenses incurred as a result of the relocation will be covered by Airnorth and employees are expected to comply unless exceptional circumstances prevent them from doing so.

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The employee may be required to follow any other lawful instructions and to perform any other duties reasonably requested and within the assessed skills of the employee.

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WHY JOIN AIRNORTH?

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At Airnorth, we value innovation, safety, and continuous improvement. You'll be part of a team that prides itself on maintaining high standards. Airnorth also offers a range of employee benefits including discounts on domestic and international travel, health insurance, gym memberships and an employee assistance program.

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To apply for this position, you must have the legal right to live and work in Australia without restrictions.

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