Baggage tracing. Operations, load control.
Baggage tracing. Where required, receiving information about customers mishandled registered 28 baggage and lost personal effects, undertaking all documentation and all other work necessary to 29 find, recover and restore these articles. Arranging with contractors for delivery of baggage to 30 customers. Receipt, (not offloading the truck), storage and inventory control of replacement 31 luggage. As a customer service procedure, the servicing of telephone inquiries from customers 34 Concorde Team - Providing special handling and assistance to British Airways’ first class, 35 Concorde, Premier and other priority customers as defined by the Company, repeat business by 36 these customers is ensured when optimum quality customer service is afforded them. Such service 37 includes the recognition of important customers, guidance through ticketing and check-in 38 procedures, assistance with baggage claim, immigration and customs formalities, and liaising 39 with skycaps, drivers or other parties involved with the customer’s travel arrangements. 40 41 Concorde Team will often include coordination with relevant departments, government, and 42 diplomatic authorities, and in some cases with security personnel in order to protect the privacy 43 and discretion of customers to whom these might be of some concern. Staff assigned to these 44 functions may be required to wear appropriate non-uniform business attire.
1 Where the Company determines that there is a requirement for Concorde Team function to be 2 performed, an Agent will be assigned to Concorde Team duties in addition to his their normal 3 Agent duties. 5 Customer Experience Agents will be called upon to perform any of these functions on shift for 6 which they have been trained and qualified and may be moved between functions where the 7 workload demands. Allocation to tasks identified in this Article will be the responsibility of the 8 Customer Experience Representatives Lead and will be done in accordance with the station 9 resource plan. In the event that an order or work assignment is issued by a member of 10 management in an immediate situation, the Representative Lead will be advised that this has 11 occurred. 13 When the Company determines there is a need for an additional Customer Experience 14 Representative Lead on duty the Company will first upgrade the senior Agent on duty from the 15 training pool. The senior Agent in the pool must accept the CSRL upgrade. If there are no Agents 16 on duty who are in the pool the C...
Baggage tracing. Where required, receiving information about customers mishandled registered 21 baggage and lost personal effects, undertaking all documentation and all other work necessary to 22 find, recover and restore these articles. Arranging with contractors for delivery of baggage to 23 customers. Receipt, (not offloading the truck), storage and inventory control of replacement 24 luggage. As a customer service procedure, the servicing of telephone inquiries from customers 27 Concorde Team - Providing special handling and assistance to British Airways’ first class,
