Senior Baggage Services Agent

1 week ago


Doha, Qatar Qatar Airways Full time

Qatar Airways is currently looking for Senior Baggage Services Agent that would be responsible to achieve consistently high quality services to Qatar Airways customers in compliance with standard operating procedures (SOP). To assist passengers whose baggage is mishandled, issue reports, trace and endeavor to restore the missing baggage to the rightful owner as soon as possible to achieve customer satisfaction. To provide assistance to shift supervisor and staff to all baggage operations at arrival terminal and transfer baggage area. Maintain records of OHD'S/AHL as well monitor the quality of AHL/OHD. Support supervisors in smooth handling of baggage operations at arrival terminal and transfer baggage area.

Role Accountabilities
- Handle baggage operations assigned at arrival and transfer baggage area.
- To attend with efficiency to passengers with mishandling baggage's.
- Raise Property Irregularity reports for any mishandled baggage through world tracer system.
- Respond to any enquiry in professional manner while dealing with passengers face to face or over the telephone. Provide excellent customer service in order to facilitate customer satisfaction along with the team.
- Record all unclaimed baggage, security items and found property items received from QR flight arrival.
- Ensure that unclaimed baggage contents updated within one day of OHD creation.
- Handle unknown/wrong k-edit/cross tagging/dual tags/unauthorized bags. Handling damaged / open bags with contents spill-over. To be able to handle DG items in checked in baggage.
- Report operational problems to supervisor and ensure to follow up with the team those cases, which require follow up. Report discrepancies in day to day activities and recommend solutions - check, report and rectify errors by outstations. Monitor GHA and report any discrepancies to the respective shift supervisor.
- To monitor all the activities handled by Baggage Services Agents and ensure that the service quality is maintained. To provide briefing and debriefing for the team on shift basis in order to avoid operational lapses. Perform other related or assigned tasks as required by the Management. Reply to queries from other departments, outstations, handling agents.

**Qualifications**:

- Relevant Vocational, Tertiary or Trade qualification
- Minimum 3 years relevant experience
- Knowledge and process to handle tagless baggage.
- Essential Excellent Communication Skills.
- Desirable ability to work under pressure.
- Advantage writing skills.
- Knowledge e of HAQIBA / World Tracer / BRS / Altea DCS s stems.


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