Passenger Experience Agent (Temporary) - (Temporary)

Description

Job Summary: Aguascalientes Airport seeks a Senior Passenger Service Agent to support passenger experience and airport customer service 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 airport facility and service quality levels. AGUASCALIENTES AIRPORT IS SEEKING A SENIOR PASSENGER SERVICE AGENT DUE TO MATERNITY LEAVE JOB PROFILE Shift flexibility: Morning shift: 4 a.m. to 1 p.m.; Evening 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 assistance patrols. Support in planning and executing passenger crisis protocols. Follow-up on passenger suggestions and information requests. Monitoring 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 ground-side airport facility and service quality levels (terminal building, parking, GAP Aeromarket tenant businesses, 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, in accordance with ISO 9001:2015. Reviewing infrastructure and cleanliness conditions, ensuring compliance with GAP quality standards reported in Darwin 360° software. Tracking passenger complaints. Monitoring 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