Airport Customer Service Agent (English-Speaking)

About the Company

Lufthansa is one of the world’s leading airlines, operating a vast network of domestic and international flights. Renowned for its unwavering commitment to safety, service quality, and innovation, Lufthansa offers an exceptional travel experience to millions of passengers annually. Headquartered in Germany, the Lufthansa Group encompasses several airlines and service companies, playing a vital role in global aviation and connecting people across continents.

Job Description

We are seeking dedicated and enthusiastic Airport Customer Service Agents to join our dynamic team at Munich Airport. This is a crucial, on-site role responsible for ensuring a smooth and pleasant experience for our international passengers, particularly those who primarily speak English. You will be the friendly face of Lufthansa, providing essential assistance from check-in to boarding, resolving issues, and upholding our high standards of customer care in a fast-paced and multicultural environment. No German language skills are required, as this role specifically focuses on serving our diverse English-speaking clientele.

Key Responsibilities

• Warmly greet passengers and assist with all check-in procedures, including baggage handling and seat assignments.
• Provide accurate and up-to-date flight information, gate details, and connection guidance.
• Assist passengers with special needs, including unaccompanied minors, passengers with reduced mobility, and VIPs, ensuring their comfort and safety.
• Handle passenger inquiries, resolve complaints, and address unforeseen issues such as flight delays, cancellations, or lost luggage with empathy and efficiency.
• Ensure strict compliance with all airline safety and security regulations and procedures.
• Process ticket changes, upgrades, and other service requests accurately and promptly.
• Collaborate effectively with ground staff, cabin crew, and other airport personnel to ensure seamless and efficient operations.
• Represent Lufthansa's brand with the utmost professionalism, a positive attitude, and a commitment to exceptional service.
• Maintain a clean and organized work environment at the service counter and gate areas.

Required Skills

• Excellent command of the English language (both written and verbal communication).
• Proven customer service experience, preferably in a fast-paced or public-facing environment.
• Strong interpersonal skills with the ability to build rapport quickly with diverse individuals.
• Exceptional communication skills, including active listening and clear articulation.
• Ability to remain calm, professional, and composed under pressure or during stressful situations.
• Strong problem-solving skills and a proactive, solution-oriented approach.
• Flexibility to work various shifts, including evenings, weekends, and public holidays.
• Basic computer proficiency and familiarity with standard office software.
• Ability to stand for extended periods and lift moderate weight baggage if required.

Preferred Qualifications

• Previous experience in the airline, hospitality, or tourism industry.
• Familiarity with airport operations and basic ticketing systems.
• Ability to speak additional languages (e.g., French, Spanish, Mandarin, Arabic) is a valuable asset, though not required for this English-speaking role.
• Experience living or working in a multicultural environment.

Perks & Benefits

• Competitive salary and a comprehensive benefits package.
• Generous travel privileges for you and your eligible family members on Lufthansa and partner airlines.
• Extensive opportunities for career growth and professional development within a leading global airline.
• Access to exclusive employee discounts on flights, hotels, and car rentals worldwide.
• A dynamic, international, and supportive work environment at a world-class airport.
• Health and wellness programs to support employee well-being.
• Company pension scheme and other financial benefits.

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