PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Long periods of sitting
• Continuous typing and PC usage
• Continuous interaction with agents, load control and management
• Constant telephone and radio usage

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Airport Station
• Moderate Noise level to occasional jet noise
• Stressful and fast paced environment
• Repetitive motion involving PC Keyboard
• Long hours of reading a PC Monitor
  ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

- Ability to manage staff and delegate duties.
- Possess leadership skills.
- Assist agents with a friendly, positive attitude. Ensure staff is friendly, attentive, and able to respond to customer''s questions.
- Proactively seek a solution for all operational problems.
- Ensure staff meets uniform standards.
- Ensure staff is wearing proper identification badges.
- Ensure staff is friendly, efficient, professional, and speaks English only.
- There are three main areas that this position requires knowledge and experience in. They are:
o Arrivals - Gate Area
- Ensure adequate staff is at the Arrival Gate.
- Ensure all staff is briefed on special requirements (MAAS, UMs, VIPs, urgent transfer customers, etc.).
- Ensure all staff has been assigned their duties and responsibilities.
- Ensure staff assists customers with immigration forms, when applicable.
- Ensure staff is fully trained in operating aircraft PAX doors.
- Ensure staff is on Jet Bridge at appropriate time.
- Ensure only fully trained staff is operating the Jet Bridge.
- Ensure appropriate equipment is available to facilitate the disembarking MAAS customers.
o Arrivals - Baggage Area
- Ensure adequate staff is at the Baggage Area.
- Ensure all staff has been assigned their duties and responsibilities.
- Ensure staff is proactive in assisting customers.
- Ensure staff keeps customers informed of any baggage delays.
- Ensure staff will be visible to attend to mishandled and damaged bags in a professional manner.
- Ensure staff enters mishandled baggage information into the WorldTracer System immediately.
- Ensure staff enters all unclaimed baggage into the WorldTracer System within 60 minutes of aircraft arrival.
- Ensure staff processes claims for lost, delayed, or damaged baggage on behalf of Qantas.
o Departures
- Ensure agents address the customers by name at least 90% of the time.
- Ensure adequate staff is at the Boarding Gate at minus 60 minutes.
- Ensure Lounge is appropriately notified before boarding begins.
- Assist staff, when needed, with disgruntled customers.
- Ensure staff provides a public announcement every 15 minutes of any disruptions or delays.
- Ensure a Qantas representative is present during delays.
- Ensure only fully trained staff is operating the Jet Bridge.
- Ensure staff is fully trained in operating aircraft PAX doors.
- Ensure staff is strictly enforcing the cabin baggage limits.
- Ensure staff reconciles customer problems in time to conduct "Search and Locate" procedures and minimize flight delays. Qantas standard is ETD minus 10 minutes.
- Ensure staff performs pre-boarding to customers with infants, disabilities, or who otherwise require assistance.
- Ensure staff stays on the Jet Bridge until aircraft is off blox and under its own power.
o Check-In
- Ensure staff addresses the customers by name at least 90% of the time.
- Support agents on maximum weight limitations with customers.
- Manage the Qantas queues to minimize waiting times for customers.
- Assist agents to ensure that First/Business & Other Premium Customers only wait for 10-15 minutes at a success rate of 85% and Economy Customers only wait 22-25 minutes at a 90% success rate.
- Ensure that only highly trained and experienced staff interfaces with Qantas'' premium customers.
- Assist agents with any check-in issues such as ticket questions, seating issues, passport problems, Lounge invitations, etc.
- Ensure that staff is asking security questions to all customers.
SUPERVISORY RESPONSIBILITIES
- Completing daily reports

Required Skills

• Excellent problem solving skills
• Excellent math skills
• Basic computer skills
• Able to pay close attention to details
• Able to multi-task

Required Experience

• At least two years experience as a CSA/baggage service.

• Excellent problem solving skills
• Excellent math skills
• Basic computer skills
• Able to pay close attention to details
• Able to multi-task