Job Description
This job is part of the Frankfurt Airport Customer Services Team within the International & Cargo Division. It supports a group of Lead Agents in delivering a safe and first class airport experience to our customers. You will be expected to have an understanding of all areas of customer service and security and to work flexibly across all functions in both areas. On a day to day basis, you report into and take instruction from the Lead Agents in customer service and security.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Provide a consistently high quality customer service and ensure a seamless experience at all contact points
Perform a range of airport related duties and is prepared to support the daily operation in any capacity required in the following areas: Check-in, Security, Gates, Transfer, Arrival, Baggage Services and ticketing (ATAC)
Perform all security functions where passenger contact is involved, i.e. check passengers’ documents and screen passengers at check-in and at the departure gate
Search and observation of all areas of the operation and passengers a well as escorting of passengers
Work closely with and take instructions from the Lead Agents responsible for the flight/work areas/shift
Conduct relevant administrative duties e.g. ATAC, pre-flight and post flight departure
Represent AA by adhering to the uniform standards and by adopting a customer focused approach at all times
Promote and sell AA services and products to our customers
Attend and complete all compulsory training by given deadlines
Adhere to and promote safe working practices all times
Carry out any other reasonable duties consistent with the post
Job Requirements
Have excellent interpersonal skills
Have a solution orientated approach
Have the ability to resolve conflicts within time constraints and without losing control
Have the ability to handle stress effectively and work with minimum supervision
Have a strong customer focus and enjoy face to face contact with customers
Be a representative of the company at all times
Have a well-groomed appearance & adhere to the uniform standards at all times
Be willing and able to work in a shift environment (including weekends, bank and public holidays)
Be reliable and punctual
Comply with all AA policies and procedures
Have the ability to communicate both written and verbally in English and German
Have excellent skills in identified areas of Customer Services
Be willing and able to attend training in the USA and Europe and successfully complete all relevant training
Computer knowledge including Microsoft Word, Excel and email
Sabre or other reservation system skillset
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