Job Summary:

The Baggage Tracing Agent assists passengers with baggage pickup and resolve issues with delayed, lost, or damaged items.

Key accountabilities /responsibilities:

• Investigate any discrepancy cases related to baggage at Entebbe Hub and all outstations and report to the supervisor for resolution.
• Monitor missing baggage tracking progress from the GHA team and ensure they provide updated information to our passengers.
• Follow SOPs to settle all the baggage discrepancy cases.
• Deliver the highest service levels to all our Passengers.
• Responsible for lost and found and damaged baggage handling.
• Offer alternative solutions to settle baggage claims and render assistance to all passengers.
• race missing baggage thoroughly.
• Arrange delivery of mishandled baggage (MHB) to passengers promptly.
• Record irregularities and follow up with passengers on a daily basis.
• Update passengers on a daily basis on the status of their baggage.
• Ensure phone calls are picked at all times with sufficient responses to passengers.
• Ensure that AHLs are updated in the “FF” element for all communication 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-around 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.