Job summary
Passenger Service Agent provides all required passenger / customer services as contracted by the customer to include, but not be limited to, reservations, ticketing, baggage processing, terminal / gate check-in, jet way operation, greeting arriving passengers, handling of VIPs, providing special passenger assistance, handling customer complaints and other duties as assigned.
Full-time employees are offered a range of health and wellness benefits as well as 401(k) with company match paid vacation time, sick time, and company paid holidays.
Your activities
- Supervise / control staff assignments including reporting, absences, overtime and compensation.
- Plan and deploy resources to ensure that we are collectively successful by producing rosters in line with customer agreements and operational requirements.
- Develop an open feedback culture by managing the performance of employees and ensure the delivery of training to the required standard.
- Ensure compliance with all Swissport corporate safety and security procedures in order to meet / exceed regulatory standards and deliver the desired customer service experience.
- Maintain up-to-date company and customer manuals and documentation.
- Build and maintain relationships with customers and airport authorities.
- Encourage consistency and collaboration by ensuring clear communication at all levels. This will include staff briefings, shift handover meetings, 1-1's and completion of relevant reports.
- Ensure compliance with Swissport's SOPs and policies.
- Ensure maximum efficiency in the operation of inbound and outbound flights.
- Resolve conflict and irregularities and take appropriate action.
- Responsible for maintenance of assigned equipment and materials.
- Implement and monitor the local emergency plan.
Your profile
- High School Diploma or equivalent.
- 3-5 years industry experience.
- 1-3 years managerial / supervisory experience.
- Ability to work in a team environment.
- Excellent organizational and planning skills.
- Excellent oral and written communication skills.
- Proficiency in Microsoft Office.
- Must be able to work in inclement weather.
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