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
1. 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.
2. Provide helpdesk support and manage inquiries, including social media.
3. Handle complex cases from Lost & Found and call centers, coordinate with delivery agents, and monitor subcontracted tracing.
4. Maintain statistics, perform quality checks, and support improvement actions.
5. Act as back-up for the Baggage Services Teamleader during absences.
Behind the scenes
Brussels Airlines
Brussels Airlines
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.
6. Higher secondary education
7. Trilingual Dutch/French/English (spoken & written)
8. Experience in baggage handling and secondary tracing is an asset
9. Very good administrative skills, accurateness is a must
10. Good communication skills and assertiveness
11. Problem solver attitude and team player mind
12. Able to comply with rules and regulations, good sense of responsibility and work ethics
13. Stress resistant
14. 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
At Brussels Airlines, we are passionate about connecting people, economies, and cultures. As Belgium’s home carrier and one of the four network airlines of the Lufthansa Group, we fly from the heart of Europe to over 90 destinations worldwide, including 17 across Sub-Saharan Africa. Our company culture is warm and inclusive. By focusing on wellbeing & flexibility, we create an empowering environment that gives our more than 3500 people wings.