Passenger Experience Agent

Description

Job Summary: We are seeking a Senior Passenger Service Agent for an airport, with a focus on passenger experience, service quality, and compliance with ISO 9001:2015 standards. Key Highlights: 1. Essential role in passenger experience and service. 2. Collaboration in airport training and crisis management. 3. Monitoring of airport facility and service quality. **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 breaks) **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. * Monitoring of the Passenger Service Excellence Recognition Program (PROGAP). * Collaboration with information module operators in passenger assistance. * Support in coordinating and supervising information module operators. * Monitoring of quality levels for airport ground-side facilities and services (terminal building, parking, GAP-owned businesses "Aeromarket, VIP Lounges"). * Conducting perceived quality surveys (CC and ASQ). * Correlating metrics measuring perceived and objective quality to improve understanding of areas for improvement. * Participation in maintaining the Integrated Management System (IMS) within respective units, per ISO 9001:2015. * Inspection of infrastructure conditions and cleanliness, ensuring compliance with GAP quality standards reported in Darwin 360° software. * Follow-up on passenger complaints. * Monitoring of results and alerts from immediate-response devices. * Preparation of monthly management reports.