Airport Customer Service Agent (English Speaking)

About the Company

Lufthansa is one of the world’s leading airline groups, operating a global network of services with a commitment to excellence, innovation, and customer satisfaction. We connect people and cultures worldwide through our extensive routes and high-quality service. Joining Lufthansa means becoming part of a diverse and dynamic team dedicated to delivering premium travel experiences and shaping the future of aviation. We value diversity, teamwork, and a customer-first approach in all our operations.

Job Description

As an Airport Customer Service Agent, you will be the welcoming face of Lufthansa, providing exceptional service to our passengers at Frankfurt Airport. Your primary role will involve assisting travelers with check-in, boarding, baggage services, and resolving various inquiries, ensuring a smooth and pleasant journey for all. This position requires a proactive, customer-focused individual with excellent communication skills and the ability to thrive in a fast-paced, international airport environment. You will work within a multicultural team, supporting passengers from around the globe and upholding Lufthansa’s reputation for outstanding service.

Key Responsibilities

• Warmly greet passengers and assist with check-in procedures, including verifying travel documents and issuing boarding passes.
• Provide comprehensive support at boarding gates, ensuring timely and efficient boarding processes and adherence to flight schedules.
• Handle passenger inquiries regarding flight schedules, cancellations, delays, re-routing, and general airport information with accuracy and empathy.
• Assist passengers with baggage claims, lost and found services, and special assistance requests (e.g., unaccompanied minors, passengers with reduced mobility).
• Efficiently resolve customer complaints and provide appropriate solutions in a professional and empathetic manner, maintaining customer satisfaction.
• Liaise effectively with airline operations, ground handling, security personnel, and other airport stakeholders to ensure seamless service delivery.
• Maintain up-to-date knowledge of all airline policies, procedures, airport regulations, and relevant international travel requirements.
• Adhere strictly to all safety and security protocols and guidelines at all times to ensure the well-being of passengers and staff.

Required Skills

• Fluent in English (both written and spoken) with excellent comprehension skills.
• Demonstrated excellent interpersonal and communication skills, capable of interacting effectively with diverse passengers.
• Strong problem-solving abilities and a proactive, solutions-oriented approach to customer issues.
• Ability to work effectively and remain calm in a fast-paced, high-pressure, and often demanding airport environment.
• Proven customer service experience, preferably in aviation, hospitality, or tourism.
• High school diploma or equivalent vocational qualification.
• Availability and willingness to work flexible shifts, including weekends, holidays, and nights, as per operational requirements.

Preferred Qualifications

• Previous experience specifically in an airport or airline customer service role.
• Proficiency in additional languages beyond English (e.g., French, Spanish, Arabic, Chinese) is a significant advantage.
• Basic knowledge of Sabre, Amadeus, or other Global Distribution Systems (GDS).
• Demonstrated ability to handle challenging customer interactions with grace, professionalism, and effective de-escalation techniques.

Perks & Benefits

• Competitive salary and comprehensive benefits package.
• Attractive travel benefits for employees and their families on Lufthansa Group flights.
• Extensive opportunities for career development and advancement within the Lufthansa Group worldwide.
• Comprehensive training programs to enhance skills and industry knowledge.
• A dynamic, international, and multicultural work environment.
• Access to health and wellness programs and employee assistance initiatives.

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