Passenger Experience Agent

Description

Position Summary: We are seeking a Senior Passenger Service Agent for the airport, focused on enhancing passenger experience and ensuring compliance with quality standards. Key Highlights: 1. Customer service experience and passenger experience enhancement. 2. Collaboration in airport training and quality management. 3. Support in coordination and supervision of information modules. **AGUASCALIENTES AIRPORT IS SEEKING A SENIOR PASSENGER SERVICE AGENT** **POSITION PROFILE** **Shift flexibility required**: Morning shift: 4 AM to 1 PM; Afternoon shift: 1 PM to 10 PM (rotating breaks) **Minimum Education:** Bachelor’s degree in Tourism, Business, Administration, or related field. **Basic Required Qualifications:** 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. * Tracking passenger suggestions and information requests. * Monitoring the Program for Recognition of Excellence in Service (PROGAP). * Collaborating with information module operators to support passenger service. * Supporting coordination and supervision of information module operators. * Monitoring quality levels of airport ground-side facilities and services (terminal building, parking, GAP-owned businesses "Aeromarket, VIP Lounges"). * Conducting perceived quality surveys (CC and ASQ). * Correlating metrics of perceived and objective quality measurement to improve understanding of areas for improvement. * Participating in maintaining the Integrated Management System (IMS) within respective units, per ISO 9001:2015 requirements. * Inspecting infrastructure conditions and cleanliness, ensuring compliance with GAP quality standards reported in Darwin 360° software. * Tracking passenger complaints. * Monitoring results and alerts from immediate response devices. * Preparing monthly management reports.