Customer Services Representative

JobsCloseBy Editorial Insights

Abu Dhabi Airports is seeking a Customer Service Representative to deliver excellent service at the Terminal A Customer Service Desk, handling customer inquiries, greeting stakeholders, processing parking membership applications and approvals, and maintaining records in Excel while coordinating with airport departments and monitoring online systems. The role supports revenue management, compliance with cybersecurity and company policies, and emergency response, with rotating shifts including evenings, weekends and holidays to ensure 24/7 coverage. Requirements include a high school diploma, at least one year of customer service experience, and experience with payment transactions and basic Excel. To apply, tailor your resume to highlight customer service excellence, payments, data entry, problem solving, reliability, and familiarity with ADA procedures and aviation operations.

The Customer Service Representative is responsible for delivering excellent customer service within the car park operations at Abu Dhabi Airport, primarily at the Customer Service Desk in Terminal A. The role involves assisting customers and airport stakeholders, managing parking membership applications, processing approvals, maintaining records, handling customer inquiries, supporting revenue management activities, and ensuring compliance with company policies and operational procedures.

Responsibilities

Customer Service

• Provide high-quality customer service and maintain customer satisfaction.
• Understand and address customer needs effectively and promptly.
• Greet customers and staff professionally.
• Respond to customer inquiries in person, by phone, and via email.
• Maintain effective communication with airport stakeholders.

Parking Membership Administration

• Process and approve parking membership applications.
• Review and verify online membership documents.
• Coordinate with airport departments to validate membership requests.
• Manage approvals related to invoicing, payments, and purchase orders (POs).
• Update and maintain membership data and records in Excel spreadsheets.

Revenue Management

• Monitor membership applications and approvals.
• Track membership sales and related data.
• Follow updated procedures and management guidelines based on operational requirements.

Compliance and Security

• Adhere to cybersecurity, data protection, and operational compliance requirements.
• Maintain records and documentation for audits as required by management.
• Follow car park terms and conditions and membership application processes.

Technology and Systems Monitoring

• Monitor parking management and online membership systems.
• Report technical issues to the appropriate technicians.
• Support timely resolution of system-related problems.

Teamwork and Communication

• Collaborate effectively with team members.
• Support company objectives and assist in resolving operational issues.
• Maintain positive working relationships with stakeholders.

Shift Operations and Attendance

• Work rotating shifts, including evenings, weekends, and public holidays.
• Ensure 24/7 operational coverage when required.
• Report to duty stations on time and comply with attendance policies.

Emergency Response

• Respond appropriately to emergencies such as: 
  • Accidents
  • Medical incidents
  • Vehicle breakdowns
• Follow Abu Dhabi Airports (ADA) Health & Safety procedures and protocols.

Policy Compliance

• Understand and comply with company policies and procedures.
• Follow the ADA Company Handbook and operational guidelines.
• Handle card and banknote payments in accordance with business procedures.

Requirements and Skills

Education & Qualifications

• High School Diploma or equivalent.
• Certification in Customer Service or Hospitality is an advantage.

Experience

• Minimum 1 year of customer service experience.
• Experience handling payment transactions.
• Experience in a similar customer service role is preferred.

Skills & Competencies

• Strong customer service skills.
• Excellent communication and interpersonal skills.
• Ability to build and maintain relationships with stakeholders.
• Data entry and reporting capabilities.
• Strong problem-solving skills.
• Effective time management skills.
• Safety awareness and compliance mindset.
• Ability to work in a team-oriented environment.
• Basic proficiency in Excel and data management systems.
• Ability to manage multiple tasks and work under operational requirements.