:The individual will extensively communicate with passengers, airport users, airlines and other stakeholders to ensure the excellent delivery of customer service. Individual will interact with Team Leader and other staff in their section and department to build and maintain effective working relationships and maintain high standards and quality of work.This individual will work mostly in an air-conditioned environment, which will be occupied 24 hours by airport users. During peak times of the day, work will be demanding as a high volume of passenger flow will be seen during these peak times. Individual will not be stationed at a desk during their working shift but will be mobile, moving around the terminal assisting passengers.Key Accountabilities:

• Ensure all relevant information is readily available and remain abreast of all changes within Midfield Terminal that may affect the quality of customer service delivery.
• Provide clear and concise information to the airports\' passengers with regards to appropriate rules and regulations.
• Attend briefing sessions, conducted by superiors to maintain high standards at all times and carry out handover procedures in line with agreed standards of performance.
• Where relevant, suggest improvements to levels of customer service delivery and other systems of work to improve the quality of service to all customers.
• Coordinate with other airport representatives to provide assistance related with passenger arrival/departure.
• Coordinate with airlines and other stakeholder employees to extend assistance and solve customer\'s problems if any.
• Provide flight information to passengers (when requested) and entertain complaints from customers; solving them within the permitted authority from the superiors.
• Understand and provide complete/detailed information relating to the services available in the airport i.e. lounges, gates, banks, post office, restaurants, ATM machines, etc.
• Understand and provide information about airport facilities (i.e. toilets, information counters, airline office, etc.) to travelling passengers.
• Provide assistance and guidance to passengers as and when necessary (especially elderly / people of determination / children).
• Monitors and manages the Internal lift entrapment and panic alarm process in line with Client and ADA SOP (where required).
• Collect and use \'on-the-spot\' passenger feedback, suggestions, recommendations, unusual questions, special request in support of continual improvement and contract reporting purposes.
• Support and respond to passengers needs in the event of an emergency arising.
• Ensure adherence to ADA standards, policies, processes and procedures.
• Reporting faults to the concerned departments for rectification and keeping the Serco\'s CX Team Leader advised.
• Report unattended items to ADA and according to SOP, keeping the Team Leader informed.

Required Criteria:

• High School Certificate or Higher
• 2+ experience in similar role
• Excellent English communication skills

About Us:Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world\'s trade flow better, changing what\'s possible for the customers and communities we serve globally.With a dedicated, diverse and professional team of more than 108,100 employees from 161 nationalities, spanning 74 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that\'s fit for the future.We\'re rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology - and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.What\'s more, we\'re reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we\'re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimizing disruptions from the factory floor to the customer\'s door.DP World is on a mission to transcend boundaries and bridge the gap between all nations and cultures - not just in what we do but also in how we behave.We are dedicated to creating a culture where everyone feels respected, supported, and empowered to reach their full potential. We believe that embracing inclusion and diversity drive innovation and growth and helps us connect people, businesses and societies. Free minds and different perspectives are changing our world, and together we can change what\'s possible.WE MAKE TRADE FLOWTO CHANGE WHAT\'S POSSIBLE FOR EVERYONE.

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