Customer Service & Operations Agent Airport (m/f)

Location: Libreville/Gabon

Depending on his/her current principal assignment, the Customer Service & Operations Agent (m/f) is responsible for the handling and assistance of passengers and aircraft with particular emphasis on service, punctuality and quality as well as economic aspects.

Dependent on the assignment-focus the tasks include the following:

responsible for the daily operation / flight activities for Lufthansa flights and Lufthansa handled flights of other carriers

perform W/B and ramp supervision

coordination of all phases of aircraft handling, including baggage and cargo handling, catering, cleaning, fueling, crew and passenger boarding

preparation of the briefing package

coordination and communication with Airport Authorities

coordination and communication with crew hotel and coordination of crew issues

supervision and coordination of Handling Agent during all phases of aircraft unloading/loading, including checking on correct build-up of ULDs (cargo and baggage)

operational safety/load security checks on aircraft prior to departure

coordination of all operational activities on the ramp during irregularities

maintain daily trip files and station traffic reports as well as all aircraft handling related statistical data

check and acceptance of passenger data and check-in for the respective flight

performing of travel document checks

allocation of seats

check-in of baggage

calculation and handling of excess baggage

handling of special cases (UM´s, status customer, WCH´s etc.)

passenger handling / service according to Lufthansa quality standards

rebooking of passengers

handling of irregularities and issuing of documents (e.g. FIM, hotel vouchers)

performance of announcements

performing of pre-flight and post-flight activities

carrying out gate duties

performing of arrival services

to take on other customer service duties which may arise at the station, in connection with prior agreements

participations in projects and tasks beyond own job responsibilities

Your profile

Personal Competencies:

diligent and systematic approach to work and ability to work on own initiative

desire to give excellent service

salesmanship and negotiation skills, confident manner

ability to make ad-hoc decisions

suitability for shift work and ability to work under pressure

ability to deal with conflict, good sociable and cooperative conduct

team worker

well groomed appearance

good linguistic skills

poss. Psychological Aptitude Test


Technical Competencies:

GCSE-level education or equivalent and completed vocational training in the commercial field or service industry

number sense

excellent command of English written and spoken; native according to country; German desirable

valid residence/working permit for Gabon if applying from abroad

good general education

driving licence

PC-skills preferred

Environmental influences or other encumbrances:

shift work

working with computers

working under time pressure

no permanently assigned work station

weather factors and noise pollution

lifting of luggage up to 70lb

in accordance with rules and regulations and given authorities

Lufthansa German Airlines is one of the world`s leading airlines. As an internationally-operating aviation
Group Lufthansa is active in five business fields: Passenger Transportation, Logistics, MRO, Catering and IT Services. More than 400 subsidiaries and holding companies also belong to the Group. The airline offers more than 200 destinations in approximately 80 countries using around 534 aircraft, 280 of them belong to Lufthansa Passage Airline. More than 70 million passengers worldwide place their trust in us each year. The dedication, skills and excellent service of our employees is one of our greatest strengths.

Lufthansa German Airlines

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