Job Description

- Account Manager - Passenger Services YYZ (2212917)
Job Details
Account Manager - Passenger Services YYZ-2212917
Primary Location

• North America-CA-Toronto-Toronto Pearson International Airport (YYZ)

Schedule

• Full-time

Unposting Date

• Sep 9, 2022, 9:59:00 PM

Organization

• Ground Handling

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's 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
About us
Swissport International Ltd. is the leading Ground Services Provider to the aviation industry. Swissport is employing over 60,000 dedicated professionals, serving over 700 client companies at 269 stations in 48 countries on five continents. Swissport delivers unparalleled value in the areas of Ground Handling, Cargo Services, Executive Aviation, Travel Services, Fuelling and Aircraft Maintenance. We strive to operate with the core values of People, Professionalism, and Partnership in all that we undertake. Our mission is simple - "To provide the aviation industry with consistent and tailor-made solutions around the globe, for a better customer experience".
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 country specific language
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
Mandarin and other East Asian Language fluency an asset
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 on the basis of 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.