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.
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.
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