Job Title

Multi Task Agent

Organisation:

Job Code/TC:

Max Salary Grade:

Weekly Hours:

Start Date:

Valid until:

Place of Work:

Cost Centre:

Reports to:

SHESM

B3

40hrs

Jan.01, 2018

SHE

639660

SHESM

Goals

 Depending on his/her current principal assignment, the Multi Task Agent is responsible for the handling and assistance of passengers and aircraft with particular emphasis on service, punctuality and quality as well as economic aspects

Tasks

…Tasks

 Depending on the respective principal assignment, the following tasks are included:

Ticketing and Reservations

to support the handling partner and the remote ticketing provider when needed

to have a proactive sales attitude

Check-In

to coordinate all check-in procedures in accordance with the appropriate guidelines

to coordinate boarding incl. gate closing tasks

support examination of all documents required for travel

support examination, check-in and tagging of passenger luggage

support determination/handling of excess luggage

support during IRREG Cases (e.G. HORES, rebookings etc.)

take care of customers where needed

      Planning and Documentation (IT/manual)

taking appropriate measures in case of load-/and centre-of-gravity-critical flights in accordance with load control centres arrangements

transmission of the necessary telex messages and production of statistical documentation as well as the compilation of route regulations (Streckenakte)

to communicate with other persons concerned with the dispatch

      Dispatch Coordination and Loading Supervision

• coordination and supervision of all aspects of the work flow on the apron

• to ensure the punctual provision of the freight-, mail- and luggage-load

-to ensure that cleaning tasks for transit and quick turnaround flights are carried out methodically and punctually, as well as the punctual loading of catering.

-registration of unloaded and loaded units for the rotation control (Lademittelumlaufkontrolle)

-to carry out last minute changes

-to communicate with other persons concerned with dispatch

General Tasks

-to provide information and assistance in connection with  all customer concerns during normal operation, delays and cancellations

-to provide assistance to passengers with special needs

-to follow required safety and security procedures in accordance with all company guidelines and regulatory requirements

to take on other customer service duties which may arise at the station, as well as carrying out station related tasks in connection with prior agreements.

Office IT / administration work

Liaise with authorities / handling agents on the order of station manager on daily issues

%

Qualifications                                        (training/knowledge/skills)

Technical Competences

GCSE-level education or equivalent and completed vocational training in the commercial field or service industry

numeracy

fluent knowledge of  English, both spoken and written

knowledge of German desirable

good general education

driving license

PC-skills preferred

Personal Competences

diligent and systematic approach to work and ability to work on own initiative

desire to give excellent service

salesmanship and negotiation skills, confident manner

ability to make ad-hoc decisions

suitability for shift work and ability to work under pressure

ability to deal with conflict, good sociable and cooperative conduct

team worker

well groomed appearance

good linguistic skills

poss. psychological aptitude test

Environmental influences or other encumbrances/

-     shift work

-     working with computers

-     working under time pressure

-     no permanently assigned work station

-     weather factors and noise pollution

-     lifting of luggage up to 70lb

Authorities (disciplinary/professional/financial)

-     in accordance with rules and regulations and given authorities

Date/issued                Author                 Date/checked                                               Date/Manager                         

For departmental use