Job Description
/n 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. /n /n WORKING CONDITIONS /n Working following a 7-day rotating roster /n /n Position Description /n DISPATCH AND RECEIVING OF FLIGHTS /n
• 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. /n
• Assisting customers to check in using the Darwin Airport Self Service check-in Kiosks and Automatic Bag Drop. /n
• Complete all appropriate paperwork for dispatch of flights paying particular attention to passenger Manifests and KPI Reports. /n
• 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 environment. /n
• Adhere and apply strict security and safety regulations. /n
• Apply airline regulations. /n
• Effectively assist passengers through airport terminals. /n
• Assisting and caring for special request passengers such as wheelchairs or unaccompanied minors. /n
• Closing off flights for check-in as per closure time. /n
• Processing passengers mishandled, lost, damaged baggage and lost property. /n
• Pre-flights for the same and next travel day as detailed in the Customer Service Manual. /n
• Processing the departure and receiving of helicopter flights. /n
• Completing of Passenger assessment. /n /n TELEPHONES /n




• Telephones to be answered and inquiries always dealt with courteously and conscientiously. /n /n EXCESS BAGGAGE & SALES REPORT (SAR) /n
• Excess baggage to be charged in line with set policy and procedures. /n
• SAR function is to be managed following the policies and procedures of the Reservation Manual. /n
• SAR is completed at the end of each shift fully completed and signed. /n
• For missing coupons, a copy of the passengers' PNR must be attached to SAR. /n
• Discrepancies must be recorded, and an explanation provided on the SAR form and reported to the Customer Service Supervisor. /n /n DELAYED / MISHANDLED FLIGHTS /n Detailed procedures for delayed flight management are contained in the /n /n Corporate Operations Manual. /n
• Under the guidance of the Team Leader, passengers are to be advised of the nature and extent of delay within 10 minutes of notification. /n
• Passengers are to be advised of progress at 30-minute intervals without fail. /n
• At the direction of the Team Leader light refreshments/meals to be organised through airport food outlets. /n
• At the direction of the Team Leader issue passenger disruption letters. /n /n OUTPORT ASSISTANCE /n Provide check-in support to Airnorth outports as required. /n /n CATERING /n Preparation, loading and unloading of catering /n
• Prepare catering for applicable flights /n
• Loading catering onto flights /n




• Unload catering from flights /n /n SAFETY MANAGEMENT /n Identify and communicate to management any hazards or health and safety issues identified within the workplace. /n 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. /n 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. /n 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. /n /n WHY JOIN AIRNORTH? /n 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. /n /n READY TO TAKE OFF WITH US? /n If you're excited about this prospect and meet the essential requirements, we’d love to hear from you Apply now to join Airnorth and play a vital role in our HR team. /n /n To apply for this position, you must have the legal right to live and work in Australia without restrictions. /n /n As shortlisting will commence immediately, we reserve the right to close this position earlier than stated. /n

📌 Customer Service Officer (Darwin)
🏢 Airnorth
📍 Darwin