Special Handling Agent

Job Purpose

To provide the required services to passengers with special needs (reduced mobility or unaccompanied minors) including transport and welfare to ensure total quality service in line with the safety policy

Job Outline

• Execute
• Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment
• Discusses safety concerns openly and reports them to the relevant supervisor
• Follows relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner
• Follows day-to-day operations related to own job
• Meets designated passengers (unaccompanied minors, young passengers, wheelchair, elderly and passengers with special needs) and ensures that the required services and facilities are provided to meet any special requirements
• Coordinates the transportation and assistance of passengers through the airport arrival and departure processes
• Collects required information and documents from the Customer Services Agent to ensure a smooth passenger journey through security, immigration and boarding gate
• Maintains the appearance of the Special Handling Lounges in terms of tidiness and cleanliness of facilities and relevant areas, to meet the needs of passengers
• Ensures the availability and the quality of the equipment used in special handling and reports any maintenance requirements to the SME on duty
• Answers queries from different stakeholders (airline counter staff, hotels) on Wheel Chair (WC) requirements and ensures that the required information is updated
• Coordinates with Marhaba to ensure the availability of Wheel Chair Attendants for planned passengers requests
• Checks the PSM/Customer Airlines messages received through dnata Special Handling inbox to ensure on time service delivery
• Ensures accurate DMIS entries and no charge notes remain pending to enable correct and timely billing process
  
  

Qualifications & Experience

To be considered for Customer Service roles, you must meet the following requirements:

• Fluency in both spoken and written English
• Fluency in any other language is a plus
• A levels/High School certificate
• Excellent interpersonal and customer service skills
• Willing to work in a shift environment
• PC based skills to operate Windows package (Microsoft Word/Excel/E-mail)
• Willing to wear uniform (Front-line customer facing roles)
  
  

Salary & Benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.