Lead Agent - Customer Service Rep - Full Time

Job Title

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. Come join us to create what's next. Let's define tomorrow, together.

Job 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 Are 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)
• Excellent 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