Customer service Lead agent - JetBlue
Job Summary
To provide professional supervision on a shift basis to the Passenger Service team to ensure the highest standards of quality, customer service, punctuality and health and safety are maintained.
Responsibilities
Job Responsibilities
- Lead, motivate and organise the Customer Service Agents on shift to ensure that Airline quality and punctuality standards and Swissport performance standards are met in the most cost effective-fashion.
- Review the performance of all agents on shift, to identify areas for improvement, to provide immediate training and to refer for further training where appropriate, to maintain the highest level of effectiveness and professionalism.
- Act as the first line contact for all staff on shift, in order to help staff solve problems accurately and with customer and Swissport guidelines.
- To act as a role model in all dealings with others and to ensure new staff are coached and supported to reach optimum performance as quickly as possible, in order to aid retention and development of staff.
- To deal effectively with passengers ineligible to fly or causing difficulties, in a professional effective manner, in order to minimise disruption on station or delay to normal activities.
- To consistently work in a safe and effective manner, to ensure that any action taken does not cause a risk either to themselves or any other party. To promptly implement appropriate emergency procedures as required and report all safety and security risks, promptly and through the correct channels.
- Forge professional and effective working relationships with own team, supervisors, airline customers and their representatives, in order to maintain and develop Swissport's reputation. To willingly share knowledge and own experience with colleagues and act in a cooperative manner to ensure customer service is continuously improved.
- Consistently demonstrate a high standard of appearance and time keeping, in order to maintain the visual and professional status of Swissport
- Undertake additional duties assigned by the Duty Manager or Terminal Operations Manager.
- Ensure compliance with all SOPs and policies in order to meet or exceed regulatory standards and deliver the desired customer service experience
- Ensure all safety and security processes and procedures are complied with at all times
- Manage and contribute towards change within the operational environment and maintain commercial awareness in identifying new business opportunities
- Any other duties that may be required
Qualifications
Qualifications and Competencies
- Microsoft Office (Excel, Work, PowerPoint) skills and experience required
- Minimum 1 years' experience or equivalent in a Customer Service role
- Flexible to work on various shifts (days, evening, nights, weekends, and holidays)
- Ability to speak and understand the English language
- Ability to travel to the airport at times where public transport is not available
- Excellent communication skills (written and verbal)
- Must be able and willing to type and learn airline specific computer systems
- Ability to follow processes and procedures and apply flexible approach when required
- Willingness to work in inclement weather if required
- Passionate about customer service
- Leadership and people management skills
- A proven ability to problem solving and decision making experiences
- Planning, organisational skills with effective communication skills both verbally and written
- Commitment to continuous improvement and must have relevant work experience
- Self motivated and able to work independently
- Previous experience working in an aviation environment is desired
- Ability to speak additional languages is desired
- A good understanding of all regulatory and recommended procedures that relate to the airport environment
GDPR
Swissport has strict obligations under the General Data Protection Regulation 2016/679 (“the GDPR”). Compliance is therefore a responsibility embedded in all roles. Specifically, however, you are required to actively support and assist the business with compliance, both in your daily duties and in respect of ad hoc projects and activities. You are expected to demonstrate good practice to direct reports, and actively promote a culture of compliance.
Equality, Diversity & Inclusion
Swissport and its employees have a strict duty under the Equality Act 2010, not to be discriminatory in their treatment of colleagues and customers, on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. Compliance with equality and diversity principles is therefore a responsibility embedded in all roles. Specifically, you are required to:
- comply with equality and diversity policies and treat all colleagues and customers with dignity and respect (including in virtual and digital environments);
- respond positively, inclusively, and supportively to the different needs of colleagues and customers by reason of their protected characteristics;
- report and act upon all instances of discrimination, harassment, and bullying;
- proactively support direct reports to understand their responsibility for equality and diversity, including identifying and facilitating development where required. Ensure performance is measured against key performance indicators, to mitigate the risk of discrimination;
- proactively comply with, model, promote, and embed equality and diversity principles, in daily duties, project work, and strategic planning, to promote a culture of zero tolerance, an environment in which colleagues and customers feel safe and respected, and champion the value the business affords to equality and diversity;
- ensure changes to policies and practices are screened for compliance with equality and diversity principles, and embed compliance as a key performance indicator in strategic planning and project work;
- evaluate operational decisions to assess the impact on policies, procedures, and strategies with reference to equality and diversity
The list is not exhaustive and may vary depending on location and local customer requirements.
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