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Missed Handled Baggage Agent

3 weeks ago

Dorval, Canada Menzies Aviation Full time

Les principales responsabilités sont les suivantes:
Agir en tant qu'agent d'arrivée pour toutes les demandes de renseignements des clients (en personne et par téléphone) et orienter les clients en conséquence (zone hors gabarit, correspondances internationales, etc.). - Entreprendre une enquête sur les bagages retardés et une évaluation des dommages causés aux bagages, et établir des rapports sur les retards et les dommages pour les bagages des clients malmenés. - Suivre les détails des vols à l'arrivée et surveiller les carrousels à bagages, en consignant les détails dans le registre quotidien. - Contrôler les heures d'arrivée et s'assurer que le système d'affichage des informations sur les vols est exact. - Communiquer avec les agents de manutention au sol au sujet de tous les bagages en partance et à l'arrivée, et organiser le balayage des bagages (fosse, chariot et rampe). Il est nécessaire de porter des chaussures de sécurité et un gilet de haute visibilité. - Veiller à ce que les mesures de sécurité appropriées soient respectées pour les bagages sous douane (internationaux) et gérer le traitement et l'entreposage douaniers. - Réacheminer les bagages de manière proactive (enregistrement tardif). - Recevoir et traiter les bagages expéditifs côté piste. - Coordonner les échanges de bagages et gérer les sorties en vrac pendant les vols IROP.
- Réacheminement des bagages sur le vol suivant - Répondre à toutes les demandes de renseignements sur les bagages et à tous les courriels envoyés par les compagnies aériennes respectives dans les délais impartis et prendre les mesures qui s'imposent. - Enquêter, mettre à jour les rapports de bagages retardés et contacter les clients pour toute mise à jour des rapports de bagages retardés en cours. - Gérer les rapports sur les objets perdus et l'inventaire des objets trouvés.
Qualifications et expérience:

- Une expérience d'au moins 6 mois en tant qu'ASC est considérée comme un atout.
- Compétences intermédiaires en SharePoint et en World Tracer, ainsi qu'en matière de services de livraison FedEx et Tri Express.
- Capacité avérée à fournir un service exceptionnel aux clients.
- Une connaissance technique exceptionnelle des promesses et des directives de Swoop, Flair et Menzies est considérée comme un atout.
- Capacité avérée à travailler avec un minimum de supervision, à résoudre des problèmes, à désamorcer des situations et à assumer la responsabilité de l'accomplissement des tâches dans les délais impartis.
- Capacité avérée à s'adapter aux changements de procédures.

Main accountabilities include:
Act as Arrivals Agent for all guest inquiries (both in person and by telephone), and direct guests accordingly (oversize area, international connections, etc). - Initiate delayed baggage investigation and damage baggage assessment, and establishment of delay/damage reports for mishandled guest baggage. - Track arriving flight details and monitoring baggage carousels, recording particulars into daily log. - Monitor inbound arrival times and ensure Flight Information Display System is accurate. - Communicate with ground handlers regarding all departing/arriving baggage, arranging for baggage sweeps (pit, cart, and ramp). Will require safety shoes and high visibility vest. - Ensure proper security measures are followed for in-bond baggage (International) and manage customs processing and storage. - Proactively re-route baggage (late check-in). - Receive and process airside expedite baggage. - Coordinate baggage swaps and manage bulk outs during IROP flights.
Qualifications and Experience:

- Minimum 6 months experience as a CSA considered an asset.
- Intermediate skills in SharePoint and world tracer along with FedEx and Tri express delivery services
- Demonstrated ability to provide exceptional guest service.
- Exceptional technical knowledge of Swoop, Flair and Menzies promises and guidelines is considered an asset.
- Proven ability to work with mínimal supervision, problem solve, de-escalate situations, and take responsibility for accomplishing tasks within timeliness.
- Proven ability to adapt to procedural changes.