Passenger Experience Agent

Description

Job Summary: We are seeking a Senior Passenger Service Agent for an airport, focused on enhancing the passenger experience, training the airport community, and supervising service and facility quality. Key Highlights: 1. Support in planning and executing passenger experience activations. 2. Training on Customer Service Excellence for the airport community. 3. Monitoring of quality levels of airport facilities and services. AGUASCALIENTES AIRPORT IS SEEKING A SENIOR PASSENGER SERVICE AGENT JOB PROFILE Shift availability: Morning shift: 4 a.m. to 1 p.m.; Afternoon shift: 1 p.m. to 10 p.m. (Rotating days off) Minimum Education: Bachelor's degree in Tourism, Business, Administration, or related field. Basic Requirements: Teamwork, conflict resolution. Basic knowledge of ISO 9001:2015 standards. Required Experience: 2 years of experience in Customer Service (Mandatory). Languages: Intermediate English. JOB RESPONSIBILITIES Support in planning and executing passenger experience activations. Training the airport community on Customer Service Excellence. Passenger service patrols. Support in planning and executing passenger crisis protocols. Follow-up on passenger suggestions and information requests. Follow-up on the Program for Recognition of Excellence in Service (PROGAP). Collaboration with information module operators in passenger assistance. Support in coordinating and supervising information module operators. Monitoring of quality levels of ground-side airport facilities and services (terminal building, parking, GAP Aeromarket tenant businesses, VIP lounges). Conducting perceived quality surveys (CC and ASQ). Correlating metrics for measuring perceived and objective quality to improve understanding of areas for improvement. Participation in maintaining the Integrated Management System (IMS) within respective units, in accordance with ISO 9001:2015. Reviewing infrastructure conditions and cleanliness, ensuring compliance with GAP quality standards reported in Darwin 360° software. Follow-up on passenger complaints. Follow-up on results and alerts from immediate-response devices. Preparation of monthly management reports.-Requirements- Minimum education: Higher education - Bachelor's degree 2 years of experience Keywords: demonstrator, fair representative, traveler, agent, representative, agente, representante