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Customer Experience Lead

2 months ago

Fort Myers, Florida, United States Swissport International AG Full time
Job Summary

As a Passenger Service Supervisor at Swissport International AG, you will be responsible for leading a team of professionals to deliver exceptional customer experiences in the aviation industry.

Key Responsibilities
  • Lead by Example: Demonstrate a commitment to delivering great customer experiences at every touchpoint.
  • Resource Optimization: Monitor and control overtime payments to ensure available resources are used to the optimum level.
  • Training and Development: Identify training needs and provide coaching and mentoring to the team to ensure they have the skills and knowledge required to excel in their roles.
  • Performance Management: Create and maintain a progressive, open feedback culture by managing the performance of employees and resolving customer service challenges in a timely manner.
  • Compliance and Safety: Ensure strict implementation of Passenger Service budget and compliance with all SOPs and policies to meet or exceed regulatory standards and deliver the desired customer service experience.
  • Change Management: Manage and contribute towards change within the operational environment and maintain commercial awareness to identify new business opportunities.
Requirements
  • Education: High School diploma or GED equivalent.
  • Experience: Passionate about customer service and relevant work experience.
  • Leadership Skills: Proven ability to lead and manage a team, with strong leadership and people management skills.
  • Problem-Solving Skills: Excellent problem-solving and decision-making skills, with the ability to think critically and creatively.
  • Communication Skills: Excellent communication skills (written and verbal) in the country-specific language.
  • Computer Literacy: Proficient in Microsoft Office (Word, Excel, PowerPoint).
What We Offer
  • Benefits: Comprehensive benefits package, including 401(k), dental insurance, health insurance, life insurance, paid time off, retirement plan, tuition reimbursement, and vision insurance.