Aviation Customer Service Team Leader

2 weeks ago

Boston, Massachusetts, United States Swissport International AG Full time

Overview:

Are you prepared to soar in a vibrant and fast-evolving aviation sector? As a worldwide frontrunner in aviation services, Swissport delivers Ground Handling, Cargo Handling, and Passenger Services to over 300 million travelers each year. Our mission is straightforward: to offer the aviation industry consistent and customized solutions globally, enhancing the customer experience.

We recognize that our workforce is what sets us apart from our competitors. At Swissport, we are motivated by our core principles of Show You Care, Do the Right Things, and Win as a Team. We are actively seeking committed individuals who resonate with these values to join our team at various locations worldwide.

Job Summary

The Passenger Service Supervisor is responsible for leading, motivating, engaging, and inspiring all personnel to ensure the provision of exceptional customer experiences in accordance with Swissport procedures, policies, and brand values.

Key Responsibilities

  • Lead by example to guarantee consistently excellent customer experiences at every interaction.
  • Optimize resource utilization (monitor and manage overtime expenses).
  • Identify training needs and, when necessary, train, coach, and mentor the team.
  • Foster a progressive, open feedback culture by managing employee performance.
  • Address all customer service challenges promptly and assist in negotiations with new clients.
  • Strictly implement the Passenger Service budget.
  • Ensure adherence to all SOPs and policies to meet or exceed regulatory standards and deliver the desired customer service experience.
  • Comply with all safety and security processes and procedures at all times.
  • Manage and contribute to operational changes while maintaining commercial awareness to identify new business opportunities.
  • Perform any other duties as required.

Candidate Profile

  • High School diploma or GED equivalent.
  • Passionate about customer service with relevant work experience.
  • Strong leadership and people management skills.
  • Proven problem-solving and decision-making abilities.
  • Effective planning and organizational skills.
  • Excellent communication skills (both written and verbal) in the country-specific language.
  • Commitment to continuous improvement.
  • Proficient in computer applications (Office Word, Excel, PowerPoint).
  • Solid understanding of all regulatory and recommended procedures related to the airport environment.

What We Offer

  • 401(k) plan
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Retirement plan
  • Tuition reimbursement
  • Vision insurance

At Swissport, we champion diversity, equal opportunity, and the strength of our values to drive our success. We are dedicated to providing a workplace that promotes inclusion, 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.

Join Swissport today and become part of a team that connects the world of aviation.

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