Lead Passenger Service Agent

Overview

Are you ready to take flight in a dynamic and fast-paced aviation industry? As a global leader in aviation services, Swissport provides Ground Handling, Cargo Handling, and Passenger Services to over 300 million passengers annually. Our mission is simple - “To provide the aviation industry with consistent and tailor-made solutions around the globe, for a better customer experience.” 

We believe that our people are what differentiates us from our competition. At Swissport, we are driven by our core values of Show You Care, Do the Right Things and Win as a Team, and we are currently seeking dedicated individuals, who align with these values, to join our team at various locations across the globe. 

Job Summary

Passenger Service Agent provides all required passenger/customer services as contracted by the customer to include, but not be limited to, reservations, ticketing, baggage processing, terminal/gate check-in, jet way operation, greeting arriving passengers, handling of VIPs, providing special passenger assistance, handling customer complaints and other duties as assigned.

Full-time employees are offered a range of health and wellness benefits as well as 401(k) with company match paid vacation time, sick time, and company paid holidays.

Your activities

• Supervise/control staff assignments including reporting, absences, overtime and compensation.
• Plan and deploy resources to ensure that we are collectively successful by producing rosters in line with customer agreements and operational requirements.
• Develop an open feedback culture by managing the performance of employees and ensure the delivery of training to the required standard.
• Ensure compliance with all Swissport corporate safety and security procedures in order to meet / exceed regulatory standards and deliver the desired customer service experience.
• Maintain up-to-date company and customer manuals and documentation.
• Build and maintain relationships with customers and airport authorities.
• Encourage consistency and collaboration by ensuring clear communication at all levels. This will include staff briefings, shift handover meetings, 1-1's and completion of relevant reports.
• Ensure compliance with Swissport's SOPs and policies.
• Ensure maximum efficiency in the operation of inbound and outbound flights.
• Resolve conflict and irregularities and take appropriate action.
• Responsible for maintenance of assigned equipment and materials.
• Implement and monitor the local emergency plan.
  
  

Your profile

• High School Diploma or equivalent.
• 3-5 years industry experience.
• 1-3 years managerial / supervisory experience.
• Ability to work in a team environment.
• Excellent organizational and planning skills.
• Excellent oral and written communication skills.
• Proficiency in Microsoft Office.
• Must be able to work in inclement weather.
  
  

At Swissport, we believe in diversity, equal opportunity, and the power of our values to drive our success. We are committed to providing a workplace that fosters inclusion and where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Visit our website at www.careers.swissport.com to learn more about Life at Swissport.

Join Swissport today and be part of a team that connects the world of aviation!