Customer Service Agent

About us

National Jet Express acts as a critical link in the energy and resources sector, providing fly-in/fly-out (FIFO) services in support of mining, oil, and gas projects throughout Australia. We provide flexible charter flights with a full range of service options to Australia’s city centres and regional destinations. We have been investing in the future of FIFO by progressively renewing our fleet with modern aircraft that provide greater flexibility of rosters, suitability for regional aerodromes, increased reliability, and low carbon emissions.

About the role

We are currently taking expressions of interest for the position of Customer Service Agent. Taking place at the airport terminal, this position plays a crucial role in ensuring a positive experience for passengers and providing exceptional Customer Service. It is responsible for assisting passengers throughout their journey, resolving inquiries and issues, and ensuring efficient and smooth operations at the airport. The position requires strong communication skills, problem-solving abilities, and the ability to work in a fast-paced and dynamic environment.

Key duties and responsibilities

• Greet and welcome passengers at various touchpoints within the airport, including check-in counters, boarding gates, and arrival areas. 
• Provide assistance to passengers with check-in, baggage handling, security procedures, boarding, and any other queries or concerns they may have.
• Address passenger inquiries, complaints, and concerns in a courteous and timely manner, ensuring a high level of customer satisfaction. 
• Provide accurate and up-to-date information about flight schedules, delays, gate changes, baggage policies, and other relevant information.
• Act as a liaison between passengers and various airport departments, such as airline representatives, ground handling staff, and security personnel to resolve issues and ensure smooth operations. 
• Assist with flight coordination tasks, including verifying passenger travel documents, issuing boarding passes, managing seat assignments, and coordinating with gate agents and other airline personnel to ensure on-time departures.
• Adhere to established safety and security procedures to ensure the well-being of passengers, including the enforcement of airport and airline regulations. 
• Report any suspicious activities or potential security threats to the appropriate authorities.
• Ensure accurate and efficient use of technology to enhance the customer experience. 
• Maintain effective communication with team members, supervisors, and other departments to exchange relevant information and resolve issues.
• Follow emergency procedures in the event of incidents, accidents, or other emergencies at the airport. 

Job requirement

• Hold or be able to obtain an Aviation Security Identity Card (ASIC) 
• Hold or be able to obtain a Dangerous Goods awareness certificate 
• High school graduation or equivalent; additional education or training in Customer Service or aviation-related fields is an asset.
• Exceptional Grooming standards
• Experience in a Customer Service role, preferably in the aviation industry or a similar fast-paced environment.
• Excellent teamwork and communication skills, both verbal and written, with the ability to interact effectively with diverse individuals.
• Strong problem-solving and decision-making abilities, with the capacity to think quickly and prioritize tasks in a dynamic environment.
• Proficient computer skills and ability to learn and navigate various software systems and databases.
• Knowledge of airport and airline operations, including check-in procedures, security protocols, baggage handling, and flight schedules, is desirable.
• Ability to work in shifts, including evenings, weekends, and holidays, as airports operate 24/7.

What we can offer you

• Rex Group Staff travel benefits.
• As part of the REX group of companies, staff discounts and privileges apply, including, Health Clubs and Hotels.
• A company that values each employee offering professional growth.

How to apply

If you are interested in this position, please apply with an updated resume outlining your experience relevant to the role and mandatory requirements.