Customer Service Agent (MUB) – Air Botswana

April 2, 2023

Job Description

Reference Number
Customer & Grounds Services


To provide safe, secure efficient and customer friendly service whilst processing, loading, offloading flight passengers, baggage, cargo including aircraft cleaning and documentation preparation in accordance with Standard Operating Procedures (SOPs) and Customer Airlines’ Service Level Agreements (SLAs).

Principal Responsibilities and Accountabilities (Key Performance Areas)

Verify passengers’ identities at the gates
Verify information on travel documents, passports and/or visas
Provide support to special needs customers
Process customer documentation
Handle customer issues regarding automated check-in systems
Respond to customer enquiries
Checks and ensures availability and serviceability of check in-equipment and all necessary passenger check-in documentation including passenger name lists and relevant
Opens and closes check-in counters on time and ensures passengers are in possession of relevant travel documents in accordance SOPs and Customer Airlines’ SLAs.
Boards, assists and escorts passengers to aircraft, and supervises the loading of baggage and cargo including aircraft cleaning.
Reconciles passenger numbers with flight crew, signs off loadsheet with Pilot In Command (PIC)/Captain and hands over flight other documentation to Cabin Crew.
In the event of flight delays; keeps customers informed in accordance with SOPs on flight disruption handling; issues refreshment vouchers, arranges accommodation and transport where necessary including making flight delays announcements as delegated.
Supervises Loaders/Cleaners and Ground Support Equipment Operators/Loaders in the performance of their duties and ensures adherence to SOPs.
Verifies adequacy of necessary import/export documentation, screens for banned substances ensuring adherence to SOPs for dangerous and/or perishable items handling; liaises with customs authorities on customs clearance of exports as required.
Determines priority cargo in the event of bookings and makes appropriate alternative arrangements for cargo transportation and liaises with other carriers for the smooth transfer of interline cargo.

Minimum Education required

A recognized Diploma or Degree in Business Administration, Commerce, Sales and Marketing or equivalent.
Minimum Experience required

At least three years (3) post-qualification experience in a similar role or related field.

Required Competencies (Technical and Behavioural)

Planning and Organising
Commercial Awareness
Accident and Incident Response Management
Baggage Lost and Found Operations
Baggage Services Management
Behavioural Analysis and Predictive Screening
Change Management
Customer and Passenger Handling and Care
Customer Service Delivery
Dangerous Goods Management
Flight Check-In Operations
Process Improvement and Optimisation
Service Branding and Coaching
Stakeholder Management
Standard Operating Procedures
Regulatory Compliance
Business Insights & Leadership
Service Orientation
Creativity and Innovation
Problem Solving

Interestted candidates are kindly requested to apply to : Closing Date: 4th April 2023. All Applications should be Online. The Airline shall only respond correspond to Shortlisted Candidates.