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