Job Description

General Responsibilities:

The role of the Customer Service Agent is to provide the highest level of customer service to passengers, the public and employees within Concourse E and F. Customer Service Agents will provide assistance or information as passengers proceed through the International Terminals at HJAIA. This includes Customs and Immigration areas, as well as Transportation Security Administration (TSA) Checkpoints.

Major Responsibilities and Functions:

Provide airport and passenger information to facilitate the efficient movement of passengers through Security Checkpoints.

• Assist passengers at various locations throughout Concourses E and F.
• Provide assistance to incoming international passengers with Automated Passport Control
• Reflect a positive public relations image and maintain a high standard of service by providing accurate, current and complete information and/or escorting passengers in need of aid or additional information.
• Create a dependable and efficient communication system catering to the public, airline tenants and Customs and Border Protection officers.
• Provide information and assistance to employees and passengers, as required.
• Other duties as assigned.
• Health and Safety Responsibilities:
• Take all reasonable and necessary precautions to ensure personal health and safety as well as that of co-workers and any other persons.
• Report immediately to management all occurrences that cause injury or damage to any person or property.
• Report immediately to management all unsafe and unhealthy conditions.

Qualifications:

• Must possess required knowledge, skills, abilities and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
• Skill in effective oral and written communication.
• Ability to establish and maintain good working relationships with other TBI employees, airline employees and Customs and Border Protection officers.

Working Conditions:

Physical Effort:

Walking and standing for extended periods of time is required throughout the course of daily activities. Ensure that pedestrian traffic is moving and unobstructed.

Mental Effort:

Position involves sensitive encounters with passengers, airline employees and Customs and Border Protection officers and requires a sense of responsibility to provide the most accurate information. Stress associated with responding to/solving problems with the travelling public. Operations are dynamic and situations may require immediate attention. This position has high exposure to the public and requires a professional approach and demeanor under all conditions. It also requires a genuine willingness to assist persons with a wide range of requests and needs.

Reporting Staff:

None

Normal Working Hours:

The normal working hours for this position will vary by shift. Coverage will be provided from 4:30am to 11:30pm daily, or as otherwise needed, in continuous eight (8) hour shifts.

Company Description

TBI is part of a global organization with over 30 years of experience in private airport development and management. We assemble experienced teams of aviation industry professionals with outstanding management skills. TBI operates airport facilities through relationships with government and private sector organizations to promote effective airport operations.