Lead Agent - Customer Service Rep - Full Time
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Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.
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Description
As the face of our customer, here’s what you will do: Whether our customers are traveling for business or pleasure, you are the professional in the airport that crafts important connections and encourages an environment where everyone feels welcome, valued, and respected. You will be interacting with our domestic and international customers in our lobbies and at gates, helping them with ticketing, baggage, greeting customers as they start and end their journey and doing it with a smile. You will provide friendly, professional, confident, and insightful service to help resolve customer travel issues and make their experience memorable.
Relocation assistance will not be provided.
Job Overview And Responsibilities
Under the direction of the Airport Operations Supervisor, the Lead will assume daily responsibility for achieving service standards and operational objectives. The Lead is accountable for making decisions that impact the station metrics and provides front-line leadership, guidance and technical support to CSRs. The lead is engaged operationally, to ensure the needs of the customer, the team and our operation are met; on a day-to-day basis. You are empowered to be flexible in meeting customer and employee needs whilst addressing the dynamics of our schedule. Working closely with and supported by the Management team you are expected to use your experience and knowledge to demonstrate a safe, caring, dependable and efficient ethos; to lead the frontline team with drive and compassion, ensuring that we remain accountable for our performance.
Duties Include But Not Limited To

Responsible for upholding safety standards, including MOCHA audit completion, safety inspections and feedback to business partner management and employees
Responsible for monitoring and maintaining the usage of new loading/unloading and scanning tools for departing/arriving flights
Responsible for managing the mail & cargo operations on the ramp in conjunction with business partner staff
Responsible for monitoring and cataloguing the performance of the daily baggage arrivals/departures/connection area
Ensuring you drive the performance to meet company’s performance metrics
Work in conjunction with station personnel to allocate daily duties as necessitated by operational needs
Responsible for compiling and delivering daily briefings
Follow and uphold PPE & uniform appearance standards
Assisting General Manager and station leads for interviews when necessary
Assist management, supervisors, and leads with performance management, feedback and employee development
Support the management team with collateral and project work
Participate and organize internal monthly safety meetings alongside fellow leads and management as part of the Station Safety Action Team Liaison and assist with service partners in above the wing team, SOC team for on time departure
Support with aircraft damage and employee injury investigation

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.
Qualifications
What’s needed to succeed (Minimum Qualifications):

2 years Customer Service/Operational Experience
Previous supervisory/leadership experience
Secondary School Education or equivalent school leaving certificate
Sound Administration skills (Microsoft Word, Excel, Emails)
knowledge of ATW and BTW airport operations procedures & processes
Good technical knowledge of Airport applications (MAP, Aero, Shares, AIMS etc)
Proven track record of reliability
Have the ability to work under pressure in a calm, professional manner
Have the ability to think clearly and make logical decisions
Must be a true team player
Excellent verbal and written communication skills
Demonstrate outstanding leadership skills and initiative.
Must be willing and able to work all shifts (early/late) on a rotating shift pattern
Must be well groomed in appearance, be reliable, dependable and strive for high quality work
Must be fluent in English and Italian (written and spoken)
Must be legally authorized to work in Italy for any employer without sponsorship
Successful completion of interview required to meet job qualification
Reliable, punctual attendance is an essential function of the position

What will help you propel from the pack (Preferred Qualifications):

Bachelor's degree
5 years of Customer Service/Operational Experience
Have a valid US Visa

Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Airlines and Aviation
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