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Title
Text copied to clipboard!Distressed Pax Agent
Description
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We are looking for a compassionate and dedicated Distressed Pax Agent to join our team. In this role, you will be responsible for providing exceptional support and assistance to passengers who are experiencing travel disruptions, such as flight cancellations, delays, or other unforeseen circumstances. Your primary goal will be to ensure that affected passengers receive timely and accurate information, alternative travel arrangements, and any necessary accommodations to minimize their stress and inconvenience. You will work closely with airline staff, airport personnel, and other relevant parties to coordinate and execute effective solutions for distressed passengers. The ideal candidate will possess excellent communication and problem-solving skills, a strong sense of empathy, and the ability to remain calm and composed under pressure. You should be able to handle a high volume of inquiries and requests while maintaining a positive and professional demeanor. Additionally, you will be expected to stay informed about airline policies, procedures, and regulations to provide accurate and up-to-date information to passengers. This role requires flexibility, as you may need to work irregular hours, including nights, weekends, and holidays, to accommodate the needs of travelers. If you are passionate about helping others and thrive in a fast-paced, dynamic environment, we encourage you to apply for this rewarding position.
Responsibilities
Text copied to clipboard!- Assist passengers experiencing travel disruptions.
- Provide accurate and timely information regarding flight status and alternative travel options.
- Coordinate with airline staff and airport personnel to facilitate solutions.
- Arrange accommodations and transportation for affected passengers.
- Handle a high volume of inquiries and requests efficiently.
- Maintain a positive and professional demeanor at all times.
- Stay informed about airline policies, procedures, and regulations.
- Ensure passengers receive necessary assistance and support.
- Document and report incidents and resolutions.
- Work flexible hours, including nights, weekends, and holidays.
Requirements
Text copied to clipboard!- High school diploma or equivalent.
- Previous experience in customer service or a related field.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities.
- Ability to remain calm and composed under pressure.
- Empathy and a strong sense of compassion.
- Flexibility to work irregular hours.
- Knowledge of airline policies and procedures is a plus.
- Proficiency in multiple languages is an advantage.
- Basic computer skills and familiarity with relevant software.
Potential interview questions
Text copied to clipboard!- Can you describe a time when you helped a customer during a stressful situation?
- How do you handle high-pressure situations?
- What strategies do you use to stay calm and composed?
- How do you prioritize tasks when dealing with multiple requests?
- Can you provide an example of a time when you had to coordinate with multiple parties to resolve an issue?
- What do you know about our airline's policies and procedures?
- How would you handle a passenger who is extremely upset and uncooperative?
- What languages do you speak fluently?
- Are you comfortable working irregular hours, including nights, weekends, and holidays?
- How do you stay informed about industry changes and updates?