Counselor Terminal Customer Services

We are seeking motivated individuals to join our Terminal Operations team at Karachi Airport. The role involves managing the check-in process efficiently, ensuring smooth passenger handling, and maintaining high service standards. Candidates will be responsible for coordinating seat allocations, handling baggage, and providing excellent customer service while adhering to airline policies and procedures. This position requires attention to detail, effective communication, and the ability to work in a fast-paced environment.

Key Responsibilities

- Review log books and emails for messages related to seat allocations or special instructions from MAO, AM-TCS, or ETCS.
- Attend pre-flight briefings and stay updated on policies outlined in the PHM.
- Ensure all IT equipment is functional during handover and takeover; verify that baggage tags and boarding cards are adequately stocked.
- Maintain sufficient stationery supplies, including tags, stickers, bag tags, and boarding passes at the counter.
- Check the booked load and prioritize seat allocation for frequent flyer members in Zone A; ensure priority baggage handling for these passengers.
- Arrive at assigned duty points on time, with counters ready at least 10 minutes before check-in begins.
- Keep check-in counters clean and free of irrelevant materials or garbage before guest arrival.
- Welcome guests warmly and verify ticket details such as date and flight number before check-in.
- Check photo ID for domestic flights and confirm proper travel documents for international flights.
- Process tickets and handle baggage efficiently and accurately.
- For international flights, ensure Guest API data is processed promptly; escalate any delays to AM-TCS and duty ETCS.
- Verify correct wrapping and tagging of guest baggage, removing any previously fixed destination tags to prevent misrouting.
- Generate and issue boarding passes and baggage tags, providing guests with essential information about gate number, boarding time, and departure.
- Promote web check-in options to guests to streamline the process.
- Provide accurate departure information and updates in case of flight delays when issuing boarding passes.
- Encourage guests to purchase preferred seats when applicable.
- Ensure that passengers requiring special assistance (wheelchair users, children, pregnant women, infants, injured, sick, or disabled persons) are not seated in emergency exit rows; communicate any concerns to Duty AM-TCS and ETCS.
- Update AM-TCS and ETCS on any changes in booked load to assist with meal load revisions during check-in.
- Identify and manage guest issues related to excess baggage, complaints, or misbehavior, informing ETCS or STCS as necessary.
- Ensure the last piece of baggage is forwarded on time to segregation and notify ETCS/STCS accordingly.
- Strive to maintain a smooth check-in process, ensuring timely guest clearance and counter closure.
- Report to the boarding gate 30 minutes before boarding time.
- Make clear, zone-wise boarding announcements in both English and Urdu.

Required Qualifications

- Bachelor’s degree from a recognized institution.
- Less than 1 year of work experience in a similar position.
- Maximum age limit of 29 years.

Department and Location

- Department: Terminal Operations
- Location: Karachi Airport (KHI)
- Number of Openings: 5

This role offers a valuable opportunity to develop skills in airport operations and customer service within a dynamic airline environment. Candidates interested in contributing to efficient terminal operations and exceptional passenger experiences are encouraged to apply.