The Baggage Services Agent plays a crucial role in ensuring a customer-centric approach to baggage irregularities. This function combines proactive guest interaction, administrative follow-up, and in-depth tracing activities to guarantee that our guests receive accurate information and solutions regarding their delayed or missing baggage.
The Baggage Services Agent plays a crucial role in ensuring a customer-centric approach to baggage irregularities. This function combines proactive guest interaction, administrative follow-up, and in-depth tracing activities to guarantee that our guests receive accurate information and solutions regarding their delayed or missing baggage.
Tasks
- Proactively follow up on open baggage files after 5 days, request documents, and perform secondary tracing via phone, email, and WorldTracer. If tracing fails, prepare files for Customer Relations compensation.
- Provide helpdesk support and manage inquiries, including social media.
- Handle complex cases from Lost & Found and call centers, coordinate with delivery agents, and monitor subcontracted tracing.
- Maintain statistics, perform quality checks, and support improvement actions.
- Act as back-up for the Baggage Services Teamleader during absences.
Behind the scenes
Requirements
At Brussels Airlines, we believe in making people grow. Therefore, we are not looking for white ravens: we are looking for people that match with our company’s goals and culture, and that can elevate us to even higher heights.
- Higher secondary education
- Trilingual Dutch/French/English (spoken & written)
- Experience in baggage handling and secondary tracing is an asset
- Very good administrative skills, accurateness is a must
- Good communication skills and assertiveness
- Problem solver attitude and team player mind
- Able to comply with rules and regulations, good sense of responsibility and work ethics
- Stress resistant
- Flexible mindset: as back-up/stand-by for operational needs, adaptable to a very changing environment, and being able to work in a multicultural environment.
Company
About Brussels Airlines SA/NV
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