Customer Service Officer

Star Aviation is Australia's most dedicated ground handling service provider, partnering with 19 airlines across 9 airports Australia-wide. We pride ourselves on being big enough to manage, yet small enough to care!

As the ‘face of the company’ to clients and passengers, you will provide excellent Customer Service and assist passengers checking in in a seamless manner. Being the ‘face of the company’ to clients and passengers, you will put the customers’ needs at the heart of all required tasks.

Key Responsibilities:

• Customer Service Officer Duties:
  • Deliver check in services on behalf of Star Aviation and its Airline customers 
  • Ensure you operate in a safe environment and demonstrate a clear understanding of the Health and Safety policies and procedures
  • Politely welcome passengers as they arrive at the terminal counter
  • Compare information on tickets with passenger data to ensure it all matches and is correct (including any visa documentation that may be required)
  • Educate passengers about airport security protocols and luggage allowances
  • Safely direct passengers to the correct gate for their flight
  • Represent both the Airline and Star to the highest-level ensuring customer satisfaction
  • Perform boarding gate duties including public announcements as per our client’s requirements
  • Complete passenger marshalling duties maintaining a safe and secure environment as per our client’s requirements
  • Provide baggage handling services
  • Liaise with passengers regarding missing baggage
  • Action basic administration duties

On Offer:

• Opportunity to be part of a family-oriented business where you are truly valued. 
• Ongoing career training and development with in-house programs
• Discounts and benefits across travel, retail, lifestyle and other areas, from a huge variety of companies, including SpecSavers, Contiki Holidays, Hello Fresh, Koala Furniture and many more!

The ideal candidate:

• A valid Australian driver licence
• A valid Aviation Security Identification Card (ASIC) - or ability to obtain one 
• Awareness of the importance in achieving on time performance goals in an efficient and safe manner
• Excellent organisation and time management skills
• Strong ability to multi-task, priorities and meet deadlines
• Customer focus to deliver exceptional service
• Ability to adapt to changing priorities and situations
• Able to work well in a fast-paced team environment
• Highly personable and able to communicate and influence a diverse range of stakeholders 
• Manual Handling procedures
• Conflict resolution skills
• Proficient in report writing, in plain and clear English
• Intermediate skills for Microsoft Office Suite

Customer Service:

• Clear communication and good interpersonal skills
• Ability to perform all duties at a high standard of Customer Service
• A valid driver licence
• A valid Aviation Security Identification Card (ASIC)
• Experience with Aviation/Airline industry – desirable
• Relevant Airline specific training modules and courses
• Caring approach to dealing with people
• Excellent organisation and time management skills
• Strong ability to multi-task, priorities and meet deadlines
• Customer focus to deliver exceptional service
• Ability to adapt to changing priorities and situations
• Able to work well in a fast-paced team environment
• Health and Safety Training
• Manual Handling procedures
• Conflict resolution skills
• Proficient in report writing, in plain and clear English
• Intermediate skills for Microsoft Office Suite