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Agent Customer Services - Germany MUC

Date: Nov 28, 2018

Location: Muenchen, BY, DE

Req ID: 22505

Please make sure you have the legal right to work and live in the E.U. prior to applying to this position.


Location: Munich Intl Apt (MUC-TRML) 
Requisition ID: 22505 



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About The Job

The job is a member of the Munich Airport team within the Asia, Canada, and Europe (ACE) Division. This position will be responsible to support the General Manager/Airport Services Manager and the Lead Agent/ISC in delivering a safe and first class airport experience to our customers. You will be expected to have an understanding of all areas of customer service and security and to work flexibly across all functions in both areas. On a day to day basis, you will report into and take instruction from the Lead Agent(s)/Airport Services Manager in customer service and security.


Specifically, you’ll do the following:

  • Provide a consistently high quality customer service and ensure a seamless experience at all contact points
  • Perform a range of airport related duties and is prepared to support the daily operation in any capacity required in the following areas: Check-in, Security, Gates, Transfer, Arrival, Baggage Services and ticketing (ATAC)
  • Perform all customer service and security functions where passenger contact is involved, i.e. check passengers’ documents and screen passengers at check-in and at the departure gate
  • Work closely with and take instructions from the Lead Agents responsible for the flight/work areas/shift
  • Conduct relevant administrative duties e.g. ATAC, pre-flight and post flight departure
  • Represent AA by adhering to the uniform standards and by adopting a customer focused approach at all times
  • Promote and sell AA services and products to our customers
  • Attend and complete all compulsory training by given deadlines
  • Adhere to and promote safe working practices all times
  • Carry out any other reasonable duties consistent with the post


Required Qualifications

  • Excellent interpersonal skills
  • Possess a solution orientated approach
  • Have the ability to resolve conflicts within time constraints and without losing control
  • Have the ability to handle stress effectively and work with minimum supervision
  • Possess a strong customer focus and enjoy face to face contact with customers
  • Be a representative of the company at all times
  • Be well groomed appearance & adhere to the uniform standards at all times
  • Be willing and able to work in a shift environment (including weekends, bank and public holidays)
  • Be reliable and punctual
  • Comply with all AA policies and procedures
  • Have the ability to communicate both written and verbally in English and in German
  • Be willing and able to successfully complete all relevant training


Preferred Qualifications

  • Computer knowledge including Microsoft Word, Excel and email
  • Working knowledge of SABRE or QIK SABRE would be an advantage
  • Prior customer services experience would be an advantage
  • Prior airport experience would be an advantage



Job Level: 42/non-management
Requisition ID: 22505 

Part-time 4hrs/day, fixed-term for 1 year

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