Location

Samui, Surat Thani

Job Purpose (Accountability)

• Ensure that Baggage Services is in accordance with the standards and procedures, resolve the problems passenger's baggage and ensure the highest.

• standards of customer satisfaction in terms of quality,safety,security,efficiency and effectiveness.

Duties /

Responsibilities

1.Perform Baggage Services section efficiently in accordance with company policies,procedures and fully complying with authority regulations.

2.Cooperate with other departments and airline partners regarding all aspects relevant to baggage services to a smooth handling.

3.Ensure that first and last's passenger baggage have been delivered to bagggae carrousel as per its priority.

4.Shall be visible and proactive to assist passenger at the arrival baggage carrousel.

5.Ensure that all passenger's baggage have been delivered to the claim area prior to taking a missing baggage report.

6.Issue a Property Irregularity Report (PIR),enter all necessary information to the tracing system in order to locate the missing baggage.

7.Utilize the methods to track a missing baggage through a WorldTracer System until the baggage is restored.

8.Keep passenger informed until the baggage is restored and delivered to the passenger .

9.Verify the correct baggage prior to delivery to the passenger.

• Immediate deliver a delayed baggage to the passenger without any delay in order to meet passenger satisfaction.

• Forward a mishandled baggage on the earliest flight to the destination in order to meet passenger's expectation and satisfaction.

• Negotiate with unsatisfied passenger who have a problem with their delayed/damaged/pilfered baggage balancing the delegation of authority and passenger satisfaction.

13.Determining the amount of mishandled baggage expense to the passenger and interim expense within the delegation of authority and passenger satisfaction.

14.Summarize due claims to Baggage Claims section in a timely manner.

15.Correspondence with Customer Relations Management(CRM)in regard to the baggage irregularity cases,left behind items and passenger complaint.

16.Carry out all concerned duties regarding Quality,Safety & Security required by the company.

Education

Bachelor Degree in Others

Work Experience

No experience required.

Language Proficiency

Minimum TOEIC score 550 or above.

Other Qualification

• Must be able to handle over demanding passengers who create a difficulty to make a decision

• Dealing with various demanding passengers who are affected from their delayed/lost and damaged baggage/properties.

• Strong in negotiation skill with a compromise gesture to handle unsatified/aggressive passengers to accept the proposal that the airline offer for their delayed/damaged/pilferaged baggage and properties by balancing the company policy and passenger satisfaction.

• Make a decision to compensate passengers related to their irregular baggage over various demand.

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