Customer Service

Customer Services: SoTo provide a consistent quality service to the customers at any designated area. To all passengers at any designated area (check-in, gates, transfer desk, special handling and FMU). that is consistent with Dnata’s high service standards. The timely and efficient service provided should be in accordance to the agreed Standard Operating Procedures. as well as safety and security standards set by International Civil Aviation Organisation (ICAO) and Local Airport Authorities.

• Demonstrate outstanding customer service skills, collaboration, and empathy to achieve customer satisfaction. Contribute actively as a dedicated team member to prevent complaints and garner compliments.
• Uphold high discipline and grooming standards consistently while on duty.
• Adhere unfailingly to established service standards and procedures, ensuring passengers are handled in a friendly and efficient manner.
• Inspect and confirm the good working order of all equipment at the designated work location; promptly report any maintenance requirements to senior management on duty.
• Accurately update all requests and completion remarks in DMIS, ensuring the generation and authorization of charge notes for billing purposes.
• Compile a list of pending requests from DMIS to analyze the advance workload profile.
• Report any irregularities or service shortfalls to senior management on duty for swift service recovery and appropriate corrective action.
• Ensure that the handling requirements for various passenger categories (e.g., unaccompanied minors, young passengers, wheelchair users, elderly passengers, and those with special needs) are met, providing special services and facilities as necessary to fulfill customer requirements.

Qualifications & Experience

• O Levels or equivalent.
• 2 + years experience in a Customer Service role.
• Proficiency in spoken and written English.
• Vocational or Diploma (12+2 or equivalent) desirable but not required.
• Positive attitude with a natural ability to provide excellent service in a team environment,.and when dealing with people from many cultures.

Some roles require one or more of the following:

• Fluency in French, Spanish, German, Italian, Arabic, Russian, Mandarin, Japanese.
• Reservation and ticketing experience (is adventagous).