Agent Customer Services

Frankfurt am Main
December 12, 2017

Job Description

Role Summary

To support a group of Lead Agents in delivering a safe and first class airport experience to our customers. The post holder will be expected to have an understanding of all areas of customer service and security and to work flexibly across all functions in both areas. On a day to day basis, the post holder will report into and take instruction from the Lead Agents in customer service and security.

Key Responsibilities & Accountabilities

  • Provides a consistently high quality customer service and ensures a seamless experience at all contact points
  • Performs a range of airport related duties and is prepared to support the daily operation in any capacity required in the following areas: Check-in & Security, Gates, Transfer, Arrival
  • Performs all security functions where passenger contact is involved, i.e. checks passengers’ documents and screens passengers at check-in and at the departure gate
  • Search and observation of all areas of the operation and passengers a well as escorting of passengers
  • Works closely with and takes instructions from the Lead Agents responsible for the flight/work areas/shift
  • Conducts relevant administrative duties e.g. pre-flight and post flight departure
  • Represents AA by adhering to the uniform standards and by adopting a customer focused approach at all times
  • Promotes and sells AA services and products to our customers
  • Attends and completes all compulsory training by given deadlines
  • Adheres to and promotes safe working practices all times
  • Carries out any other reasonable duties consistent with the post


Job Qualifications

Person Specification


  • Must have excellent interpersonal skills
  • Must have a solution orientated approach
  • Ability to resolve conflicts within time constraints and without losing control
  • Ability to handle stress effectively and work with minimum supervision
  • Must have a strong customer focus and enjoy face to face contact with customers
  • Must be a representative of the company at all times
  • Must have a well-groomed appearance & adhere to the uniform standards at all times
  • Must be willing and able to work in a shift environment (including weekends, bank and public holidays)
  • Must be reliable and punctual
  • Must comply with all AA policies and procedures
  • Ability to communicate both written and verbally in English and German
  • Must have excellent skills in identified areas of Customer Services
  • Must be willing and able to attend training in the USA and Europe and successfully complete all relevant training



  • Computer knowledge including Microsoft Word, Excel and email
  • Sabre or other reservation system skills
  • Ticketing, tariff and operational skills