Customer Experience Agent Full-Time (SFO) from British Airways

Find out how you can become part of our exemplary customer service team. A team focused on delivering the very best of hospitality, creating memorable journeys for customers, as the face of British Airways. 

The work of an Associate Customer Experience Agent shall consist of all necessary actions to deliver for the customer at the first point of contact. It includes the following:

Customer Service:

Where required, handling inbound, outbound, and transit customers on and off the station, basic ticketing, escort duties, documentation, handling and labeling of baggage and checking in customers, interline transfers, clearing inbound and outbound ships papers, hotel duties, operation of the loading bridges, driving of Company vehicles assigned to Customer Services is required for anyone holding a valid driver’s license. Passing catering orders via facsimile or telephone, finalizing ships papers and performing necessary post departure work.

Lounge Reception:

British Airways lounges with its own Associate Customer Experience Agents for reception purposes in order to support our British Airways customers.

Operations Support:

Will be provided to our flying community as required by the operation on the day to ensure timely operational performance and delivery for customers. 

Baggage Tracing:

Where required, receiving information about customers mishandled registered baggage and lost personal effects, undertaking all documentation and all other work necessary to find, recover and restore these articles. Arranging with contractors for delivery of baggage to customers. Receipt, (not offloading the truck), storage and inventory control of replacement luggage. As a customer service procedure, the servicing of telephone inquiries from customers regarding mishandled baggage 

Concorde Team:

Providing special handling and assistance to British Airways’ first class, Concorde, Premier and other priority customers as defined by the Company, repeat business by these customers is ensured when optimum quality customer service is afforded them. Such service includes the recognition of important customers, guidance through ticketing and check-in procedures, assistance with baggage claim, immigration and customs formalities, and liaising with skycaps, drivers or other parties involved with the customer’s travel arrangements.

Concorde Team will often include coordination with relevant departments, government and diplomatic authorities, and in some cases with security personnel in order to protect the privacy and discretion of customers to whom these might be of some concern. Staff assigned to these functions may be required to wear appropriate non-uniform business attire.

Where the Company determines that there is a requirement for Concorde Team function to be performed, an Agent will be assigned to Concorde Team duties in addition to his normal Agent duties.

Associate Customer Experience Agents will be called upon to perform any of these functions on shift for which they have been trained and qualified and may be moved between functions where the workload demands.

About British Airways 

It’s an exciting time to be at British Airways. We’re growing our global route network, investing in our fleet and transforming the experience we offer customers. We’re people who care – about safety and style, comfort and calm. As an Associate Customer Experience Agent, you’ll feel proud to play a part in our future as we go further to be the airline of choice. 

We are a 24-hour business, operating 365 days of the year, all around the world. It’s a dynamic, fast-paced environment that will bring out the best in you – if you’re ready to embrace responsibility and step up to any challenge. In the Customer Experience Agent role, your warmth, positivity, commitment and adaptability can truly make you a trusted ambassador of the brand. 

Embracing Diversity 

Doing things the British Airways way takes a certain state of mind. It’s not about where you’re from. It’s about how you’re made. We’re privileged to serve customers from countless nationalities, backgrounds and cultures. We’re proud to employ a team who reflect that diversity in all its forms. 

Great Place to Work! 

Proud to have been named the Best Airline Staff in Europe at the Skytrax 2019 World Airline Awards, especially as it’s based on the votes of customers. Praised for their friendliness, efficiency and consistently excellent service. 

Named Airline of the Year at the prestigious CAPA (Centre for Aviation) Global Aviation Awards for Excellence. 

Benefits and Rewards 

Rewards go far beyond a competitive salary. You can look forward to a Total Reward Package featuring an attractive pension and discounted shopping. And yes, there are some rather good travel benefits.