Emirates Group is Hiring: Airport Services Agent

,Closing Date: 26 February 2025
Location: Johannesburg, South Africa
Position: Full-time | Permanent

Job Purpose

Emirates Group, a leader in the aviation industry, is excited to announce openings for the position of Airport Services Agent. In this critical role, you will provide high-quality service to Emirates and code-share passengers at the airport. This includes assistance with check-in, boarding, special services, layover hotel arrangements, arrivals/visa services, and baggage handling—all while upholding our company’s commercial and safety standards. Your work will ensure that Emirates and code-share passengers have a seamless and efficient travel experience.

Job Outline

General Objectives

As an Airport Services Agent, your key responsibilities will encompass the following:

• Deliver exceptional customer service to both internal and external clients while greeting every customer with a welcoming smile, ensuring a friendly atmosphere.
• Maintain a complaint-free environment by adhering to the highest service standards set by Emirates.
• Uphold the professional image of Emirates by following corporate grooming guidelines diligently.
• Engage with peers and managers in a professional and respectful manner.

Key Responsibilities

Check-in and Boarding

During your day-to-day tasks, you will:

• Adhere to Along Regular Procedures: Follow all operational procedures (Standard Operating Procedures – SOP) related to travel, immigration, and safety to ensure compliance with regulations.
• Recognize Passenger Needs: Identify and fulfill standard and special service requirements for passengers at check-in, connection desks, special services, and boarding gates to ensure friendly and efficient handling.
• Prepare for the Day: Collect briefing sheets, staff allocations, check equipment and stationery at counters, and report any technical issues to EGIT through EMACS.
• Proactive Customer Service: Provide a proactive service to passengers prior to check-in. This includes managing queues, removing old baggage tags, addressing issues with denied boarding passengers, assisting families, and identifying those with special needs.
• Manage Boarding Procedures: Initiate boarding at the gates, including following boarding priorities, making announcements, handling hand baggage removal, completing flight coupon reconciliation, and verifying head counts.
• Support Connection Services: Deliver efficient service at connection desks for passengers arriving on Emirates flights. This includes checking baggage details in the Departure Control System (DCS) and issuing boarding cards and meal vouchers where applicable.
• Monitor Baggage Performance: Track baggage delivery performance according to agreed standards, relaying information to passengers about any delays or issues to maintain a positive image of Emirates ground services.
• Special Handling Services: Ascertain the needs of passengers requiring special services (e.g., unaccompanied minors, passengers requiring wheelchair assistance, etc.) and ensure appropriate facilities are provided.

Baggage Services

In your role, you will also be responsible for:

• Handle Issues Promptly: Address messages from outstations regarding short-shipped baggage, ensuring affected passengers are informed as soon as they reach the baggage carousel. Direct passengers to the Baggage Services Office as needed.
• Assist Passengers Effectively: Aid passengers in completing Property Irregularity Reports for lost items. Issue interim relief payments or overnight kits as needed, helping manage any inconveniences they face.
• Coordinate with Baggage Services: Work with dnata Baggage Services to ensure a rapid return of checked-in baggage to passengers who have been offloaded, as well as the re-tagging of short-tagged baggage.
• Manage Rush Bags: Handle arriving rush bags, coordinating with the transport company for cost-effective delivery to the owners.
• Conduct Customer Service Interactions: Professionally manage phone calls received at EK Baggage Services, ensuring customer needs are met, and issues resolved.
• Monitor Performance Metrics: Keep track of baggage delivery performance to keep passengers updated on any delays or irregularities.
• Initiate Baggage Tracing: Engage in primary tracing efforts for delayed baggage to restore items to customers promptly.

Premium Services

Lastly, you will:

• Enhance Customer Experience: Strive to provide an excellent experience for premium customers throughout their journey in the airport.
• Swift Assistance Across Facilities: Ensure that passengers navigate various terminal facilities efficiently.
• Handle Equipment and Administration: Manage the devices used by the premium team and complete any administrative tasks as necessary.
• Know Your Customers: Familiarize yourself with customer profiles, preferences, and onward travel details to enhance the service experience.

Qualifications & Experience

Fundamental Requirements

To be considered for the Airport Services Agent position, candidates must meet the following criteria:

• Educational Background: Completion of 12 years of schooling or equivalent.
• Industry Experience: A minimum of 2 years’ experience in airport operations or customer service is required. Previous experience in airline passenger and baggage handling is preferred.
• Language Proficiency: Strong command of spoken and written English is mandatory.
• Behavioral Skills: Demonstrated behavioral skills as outlined in the ASA G4 Behavioral Contract.

Leadership Role

This position does not have a leadership role; however, it requires a proactive and customer-centric mindset.

Salary & Benefits

By joining our growing team at Emirates, you will enjoy a competitive remuneration package. Additional benefits include discounts on flights and hotel stays.

To learn more about working with us, visit our website at www.emirates.com/careers.

Conclusion

The opportunity to work as an Airport Services Agent with the Emirates Group is more than just a job. It’s a chance to be part of a globally recognized airline that values customer service, professionalism, and hard work. Our agents play a crucial role in ensuring that our passengers have a smooth and pleasant journey from check-in to boarding and beyond.

If you possess the right skills, experience, and passion for customer service, we encourage you to apply for this exciting opportunity. The closing date for applications is 26 February 2025. Seize the chance to be part of a dynamic team that knows how to put customers first and help them connect with the world.

The post Emirates Group is Hiring: Airport Services Agent appeared first on Scholarly Africa.

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Closing Date: 26 February 2025Location: Johannesburg, South AfricaPosition: Full-time | Permanent Job Purpose Emirates Group, a leader in the aviation industry, is excited to announce openings for the position of Airport Services Agent. In this critical role, you will provide high-quality service to Emirates and code-share passengers at the airport. This includes assistance with check-in, …

The post Emirates Group is Hiring: Airport Services Agent appeared first on Scholarly Africa.

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