Customer Services Agent (Airport)

Customer Services Agents assist customers at check-in counters. They ensure that passengers' details match the information on travel documents.

Customer Services Agent Job Description

Assist customers at check-in counters, ensuring a smooth and efficient process for passengers before their departure.

Check and verify the accuracy of information on travel documents, including passports and visas, to comply with international travel regulations.

Address and resolve customer concerns related to irregular flight operations, such as delays, cancellations, and booking changes, offering solutions to ensure passenger satisfaction.

Offer dedicated support to customers with special needs, ensuring they receive the necessary assistance and accommodations for a comfortable travel experience.

Note

Besides being service-oriented, Customer Services Agents must be physically strong to assist passengers with baggage lifting.

A day in the life

Airport Operations Manager

Changi Airport's Departure teams up with partners to use technology to make your journey smoother and stress-free. Watch how Airport Operations Managers do it.

What you should know about Customer Services Agent jobs in Singapore

Nature of Work

Professional behaviour in handling passenger complaints is key to representing your airline.

Key Advice

Excel in customer service by listening actively, empathising, and resolving issues efficiently to ensure passenger satisfaction.

Entry Requirements

Entry Requirements
A minimum requirement of GCE 'N' or 'O' Level qualification, ensuring a foundational level of education suitable for customer interactions.

You would also need at least 1 year of Customer Service experience in any industry.

Strong verbal and written communication skills are crucial for effectively serving customers at check-in counters and handling inquiries.

The ability to remain calm and composed under pressure, especially during irregular flight operations or when dealing with difficult customers.

Proficiency in using computer systems and software relevant to check-in and booking processes and handling travel documents.

Familiarity with airline regulations and procedures to accurately verify travel documents, including passports and visas.
Possible Pathway

Possible Pathway

Skills you need to pursue a Customer Services Agent career in Singapore

Hard Skills

Customer and Passenger Handling and Care

Ensuring top-notch service for flight satisfaction.

Flight Check-In Operations Know-how

Manage smooth check-in and ensure passenger readiness.

Behavioural Analysis

Read behaviours for enhanced passenger interaction.

Soft Skills

Communication

Be the key to clear and effective passenger interactions.

Interpersonal Skills

Build positive relations with passengers and crew.

Service Orientation

Focus on exceeding passenger service expectations.

“The things that we do have very tangible results, you see it through the passengers.”

Desmond Lim, Airport Operations Management, Departure Experience

Frequently asked questions (FAQs)

Why is it important for Customer Services Agents to be skilled in behavioural analysis?

Behavioural analysis is a hard skill that enables Customer Services Agents to provide value and customer satisfaction. It involves assessing customers' reactions, moods and body language in response to the service they provide. Customer Services Agents adjust their approach to customers depending on what they pick up using behavioural analysis!
Why do aspiring Customer Services Agents need at least a year of Customer Service experience?

Customer Services Agents have excellent communication skills, which come with having first-hand experience in other Customer Service roles, which can be learnt through part-time jobs such as being a Barista, volunteering at a library or working as a Server at a restaurant.

This is so they can handle the complaints and requests of irate passengers in a professional manner.
How do Customer Services Agents handle difficult customers?

Customer Services Agents must remain calm and professional. They should listen and de-escalate situations by identifying the root cause of the problem and helping customers to find an appropriate solution.
How long would it take Customer Services Agents to verify information for one customer?

Simple verification like name and address might be accomplished quickly, while more complex tasks like income verification or credit card validation could take significantly longer.
What happens if there is an error when verifying information?

Customer Services Agents must first identify and confirm the error. Then, they must inform the customer of the issue and offer a solution to solve the problem.