iGovTT
Crown Point
Job Description
To provide professional, welcoming and efficient digital assistance to inbound international travellers completing the official online arrival and departure forms. Depending on the traveller's needs, the CSS may either guide and assist the traveller while the traveller completes the form or complete the form on the traveller's behalf using information supplied directly by the traveller. The CSS is the primary customer-facing resource and is responsible for making the interaction simple, respectful and reassuring, while ensuring appropriate confirmation of information entered and recognising that immigration and entry decisions remain solely within the authority of the Immigration Division.
Key and Critical Responsibilities
<ul><li>Proactively identifies and appropriately approach travellers who may require assistance before they enter the immigration queue, subject to airport and border operating protocols.</li><li>Assists travellers with, or where required complete on their behalf, the official online arrival and departure forms using information provided directly by the traveller and in accordance with approved instructions, scripts, devices and procedures. Where the CSS enters information on a traveller's behalf, the traveller must be given the opportunity to review and/or confirm the information entered before submission, as applicable.</li><li>Explains the steps of the digital process in plain language and adjust the pace and method of assistance to the traveller's level of digital confidence.</li><li>Provides patient support to elderly travellers, persons with disabilities, families, and persons experiencing language, connectivity or device-related difficulties, within the resources and protocols available.</li><li>Troubleshoots basic user, connectivity and process issues and escalate technical, immigration, security, policy or exceptional cases promptly to the Shift Supervisor.</li><li>Never interpret immigration rules, make representations about admissibility, or provide assurances regarding entry into Trinidad and Tobago.</li><li>Safeguards the privacy and confidentiality of travellers when assisting with or completing forms on their behalf. Personal information must only be accessed and used to the extent necessary to provide the service and must not be independently recorded, copied, photographed, retained or transmitted outside the approved process.</li><li>Directs travellers appropriately to where the request falls outside the ttconnect assistance function.</li><li>Maintains accurate non-personal operational counts or service records required for reporting, including volumes assisted, common issue categories and escalations.</li><li>Keeps the assigned workstation, mobile desk or kiosk area orderly, service-ready and appropriately supplied, and report equipment or connectivity problems immediately.</li><li>Participates in shift handovers, briefings, training and service-improvement activities.</li><li>Performs other customer-service duties reasonably related to the Airport Traveller Assistance service.<div><b style="letter-spacing: 0.4px;"><br></b></div><div><b style="letter-spacing: 0.4px;">Key Performance Indicators:</b></div><ul><li><span style="letter-spacing: 0.4px;">Professional and courteous customer interactions, with complaints or service concerns kept to a minimum.</span></li><li>Accurate adherence to the approved traveller-assistance and form-completion processes, including traveller review/confirmation and escalation procedures.</li><li>Timely assistance and effective management of traveller flow, without creating unnecessary delays.</li><li>Compliance with privacy, confidentiality, security and information-handling requirements.</li><li>Reliable attendance, punctuality and readiness at the start of each rostered shift.</li><li>Accurate completion of required operational counts and shift records.</li><li>Demonstrated ability to resolve routine enquiries at first contact and appropriately escalate non-routine matters.</li></ul><div><br></div></li></ul>
Key Competencies
<ul><li>Customer focus and service orientation</li><li>Clear verbal communication and active listening</li><li>Patience, empathy and cultural sensitivity</li><li>Digital confidence and basic troubleshooting</li><li>Problem solving and sound judgement</li><li>Attention to detail and process compliance</li><li>Composure under pressure</li><li>Teamwork and dependability</li><li>Integrity, discretion and confidentiality<div><b style="letter-spacing: 0.4px;"><br></b></div><div><b style="letter-spacing: 0.4px;">Special Conditions</b></div><ul><li>Must be willing and able to work a rotating roster, including evenings, overnight shifts, weekends and public holidays.</li><li>Must satisfy applicable airport access, identification, security and vetting requirements.</li><li>Must successfully complete all required induction and operational training before independent deployment.</li><li>The role may require prolonged standing or movement within the designated traveller-assistance area.</li></ul></li></ul><p></p><ul></ul><p></p><p><b>Minimum Qualifications and Experience:</b></p><ul><li>Minimum of five (5) CSEC/CXC subjects, including English Language; Mathematics and/or Information Technology would be an asset.</li><li>At least one (1) year of experience in customer service, hospitality, tourism, contact-centre, front-desk, retail or another high-contact service environment is preferred.</li><li>Demonstrated ability to use web-based applications, tablets, smartphones and standard digital tools.</li><li>Experience serving a diverse or international customer base would be an asset.</li><li>Additional language capability would be an asset but is not mandatory.</li></ul>