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Agent, Customer Services - China PEK

Date: Jan 7, 2019

Location: Beijing, 11, CN

Req ID: 26101

Please ensure you already have the legal right to live and work in China before submitting your application for this role.


Location: Beijing

Job Level: 42



      Provide guidance and direction to the ground handler contractors, ensuring the team delivers optimal customer service, operational reliability and a safe and secure operation.  
      Ensures all security requirements that relate to the security of each flight are monitored and met, which includes the screening for the flight, controlling access to the airplane and the security of passenger, baggage and cargo acceptance.



About The Job

Key Responsibilities: (Including but not limited to)

• Supervises flight/passenger handling activities at PEK Airport to ensure that all functions are completed in accordance with Company standards and procedures.
• Interviewing customers at the check in counters to eliminate potential threats to flights by using TAIM technical and complete TAIM report on daily basis.
• Adapts and executes various leadership and “hands on” functions as the operational needs deem appropriate with flexibility of working overtime on short notice.
• Disseminates new procedures/rules and provide guidance to the contractors from ground handler as appropriate. Provides reliable procedural support to the contractors through ad-hoc employee enquiries, regular employee meetings and any applicable training sessions.
• Co-ordinates and assigns the contractors responsibilities in event of flight irregularities, makes timely decisions and coordinates the entire operations to minimize negative impact.  Communicates across various departments including headquarter and Chinese authority to ensure that every flight or customer related irregularity is handled appropriately. 
• Commits to job roles as assigned on the shift roster or tasks assigned by the supervisor, being cross-functional at all times is a must.
• Accepts job required trainings but not limited to customer services, security, flight operations, administration skills, etc.
• Monitors and ensures screening and searches of selectee passengers, baggage, cargo and aircraft cabin is conducted in compliance with the measures set forth in AOSSP, ISP and TSA Security Directives.
• Interfaces with pilot in command regarding the security of the flight and notifies unusual or irregular activities if any.   
• Checks every arrival/departure flight data and information to prepare for special requirements related to the security.
• Administers all security directives and information and disseminates it to all people concerned as appropriate.
• Handles claims and problems related to the security operations and makes periodical reports to GM.
• Conduct administrative duties relating to pre-flight departure and post-flight departure
• Being able to conduct business travel as required by the company and exhibit flexibility in length of trip domestically & internationally.



Core Competencies & Skills Required:

- Excellent written and oral communication skills in English and Mandarin
- Comprehensive knowledge and understanding of AOSSP, ISP, TSA Security Directives and Information Circular
- Good relationship with contractors, suppliers, airport authorities and police
- Strong working knowledge of QIK/SABRE and Quantum environment are essential
- Committed to teamwork with strong interpersonal skills
- Able to work under pressure and adaptable to change
- Must be dedicated and committed to the job
- Must be responsible and trustworthy
- Requires high flexibility and a willingness to work in a shift environment and public holiday

Job Level: 42

Req: 26101

Job Segment: Aviation

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