Open: 10 Vacancies
Reports to: Baggage Tracing Supervisor

Key accountabilities /responsibilities:
• Investigate and report any baggage discrepancy cases at Entebbe Hub and all outstations to the supervisor for resolution.
• Monitor the GHA team’s progress in tracking missing baggage and ensure they provide passengers with updated information.

Follow SOPs to resolve all baggage discrepancy cases

Deliver exceptional service to all passengers, manage lost and found, and handle damaged baggage.
• Offer alternative solutions for settling baggage claims and assist passengers as needed.
• Trace missing baggage thoroughly, arrange prompt delivery of mishandled baggage, record irregularities, and follow up with passengers daily.
• Update passengers daily on the status of their baggage, ensure phone calls are answered promptly with sufficient responses, and update AHLs in the “FF” element for all communications with passengers.
• Perform any other duties assigned by management.

Competencies:
• Good report writing skills.
• Customer-focused and hospitable.
• Attention to detail and quality.
• Excellent communication and interpersonal skills.
• Confident, decisive, and proactive.

Qualifications (knowledge, skills, experience):
• University graduate or relevant Higher Diploma with experience in an all-round airport handling operation with relevant experience in baggage services.
• At least 1 – 2 years relevant experience in a similar role with a reputable airline or reputable ground handling company.
• World Tracer Training (Mandatory).
• Baggage Reconciliation Services (BRS) Training.
• Airside Safety Training.
• Aviation Safety Awareness Training.
• IATA Dangerous Goods Awareness Training.
• Aviation Safety and Security Awareness Training.
• Airport Operations Experience.
• ICAO Safety Management Systems (SMS) Training/Awareness.