Job Description

Job Summary

Ensure a positive customer experience by directly communicating with customer and Swissport departments.

Job Responsibilities

• Lead by example to ensure we deliver consistently great customer experiences at every touch point.
• Directly supervises all aspects of the customer\xe2\x80\x99s operations
• Ensure available resources are used to the optimum level
• Support and identify training needs and communicate such requirements to their manager
• Resolve all customer service challenges in a timely manner
• Ensure compliance with all policies to meet or exceed regulatory standards and deliver the desired customer service experience
• Maintains all safety and security processes and procedures are always complied with
• Manage and contribute towards change within the operational environment
• Participate in daily safety briefings and post operation briefings
• Liaison with airline customers and airport authorities
• Track operational and audit performance metrics to help determine monthly incentive and assist with the investigations for audit findings, operational events, etc
• Ensure bulletin compliance as per airline policy
• Any other duties that may be assigned

Qualifications

Qualifications and Competencies

• High School diploma or GED equivalent
• Minimum 5 years experience in the airline/aviation industry
• Passionate about customer service and must have relevant work experience
• A proven ability to problem solving and decision-making experience
• Planning and organizing skills
• Excellent communication skills (written and verbal) in English and Spanish
• Commitment to continuous improvement
• Computer literate (Office Word, Excel, PowerPoint)
• A good understanding of all regulatory and recommended procedures that relate to the airport environment
• Obtain and maintain Transport Canada Security Clearance
• As our operation runs 24 hours a day, the candidate must be available to work to all types of shifts in a 24-hour operation, including weekends, holidays

Equal Employment Opportunity Statement

Swissport as an equal opportunity employer bases its hiring decisions on the business need and the best qualified candidates available and does not discriminate in its employment decisions based on any protected category. Candidates who are offered employment may be subject to a criminal record and other background checks as permitted or required by company policy or applicable law.

About us

In 2021, Swissport International AG provided best-in-class airport ground services for some 97 million airline passengers (pre-COVID 2019: 265 million) and handled roughly 5.1 million tons of air freight (2019: 4.6 million) at over 120 air cargo centers worldwide. Several of its warehouses have been certified for pharmaceutical logistics by IATA\xe2\x80\x99s CEIV Pharma and by the British MHRA. The world\'s leader in airport ground services and air cargo handling, with currently around 48,000 employees, was active at 287 airports in 45 countries on six continents as of 14 July 2022

Swissport