Bilingual Customer Service Agent (Vietnamese)

Job Description

Job Description

Description:

General Responsibilities:

The role of the International Services Interpreter is to provide the highest level of interpretation and translation services to passengers, the public, employees and federal agents within International Complex. The International Services Interpreter will assist federal agents during routine inspection of international passengers. International Services Interpreters are also available to explain Federal Inspection procedures to international passengers and assist them with their travel documents. Translation/interpretation of correspondence, signs and literature pertaining to the airport and passenger information is also required. More in-depth translation and assistance may be necessary for complex deportation or prosecution cases conducted by U.S. Immigration and Customs Enforcement agents. International Services Interpreters encourage maximum utilization of the Federal Inspection area by creating a dependable and efficient communication system catering to passengers, airport tenants and federal agents. International Services Interpreters staff the Passenger Information Counters in the International Complex delivering excellent customer service to all members of the travelling public. More specifically, duties may include operating a public address system, answering telephones, responding to passenger inquiries regarding domestic and international flights, airport facilities, ground transportation, hotels and local attractions.

Major Responsibilities and Functions:

• Provide translation assistance to federal agents during the routine inspection of international passengers.
• Interpret during complex deportation and prosecution cases conducted at the airport.
• Provide airport, airline and tourist information when possible, in English and Vietnamese, as required in different areas of the airport.
• Provide assistance to incoming international passengers with Automated Passport Control Kiosk.
• Reflect an excellent public relations image and maintain high standard of service by providing accurate, current and complete information.
• Offer translation services to Airport tenants and visitors.
• Operate a public address system announcing arriving and departing flights. Interpreters are also required to assess the validity of paging requests and page individuals throughout the Concourse.
• Provide information and assistance to employees and visitors in all areas of the International and/or Domestic Concourses.
• Other duties as assigned.

Physical Effort:

Majority of time will be walking the Arrivals and Departures levels assisting airline and airport employees, federal agents and passengers with information regarding the Federal Inspection process, arriving and departing flights and tourist information. Ensure that pedestrian traffic is moving and unobstructed. Walking and standing for an extended period of time is required throughout the course of daily activities. May be required to work on a computer, in addition to doing paperwork.

Mental Effort:

Position involves sensitive encounters with passengers, airline employees and federal agents and requires a sense of responsibility to provide the most accurate interpretation services and information. Required to explain complex federal laws and procedures to international passengers. Translate difficult deportation and prosecution cases under time sensitive conditions. Stress associated with responding to/solving problems with the travelling public. Operations are dynamic and situations may require immediate attention. This position has high exposure to the public and requires a professional approach and demeanor under all conditions. It also requires a genuine willingness to assist persons with a wide range of requests and needs, including individuals with disabilities.

Qualifications:

• Must possess required knowledge, skills, abilities and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
• College degree preferred.
• Ability to communicate effectively in English and Japanese to include written and verbal communication in both languages. Demonstrated skill in effective written communication in at least one foreign language.
• Will be required to provide written and verbal communication testing in both languages during the interview process.
• Ability to establish and maintain good working relationships with other TBI employees, airline employees and federal agents.
• Prior experience interpreting/translating in a professional environment preferred.