Customer Services Lead Agent (KLM/AF)

Job description

Overview Job Summary: To provide professional supervision on a shift basis to the Passenger Service team to ensure the highest standards of quality, customer service, punctuality and health & safety are maintained. Responsibilities: Job Responsibilities: - Lead, motivate and organise the Customer Service Agents on shift to ensure that Airline quality and punctuality standards and Swissport performance standards are met in the most cost effective fashion. - Review the performance of all agents on shift, to identify areas for improvement, to provide immediate training and to refer for further training where appropriate, to maintain the highest level of effectiveness and professionalism. - Act as the first line contact for all staff on shift, in order to help staff solve problems accurately and with customer and Swissport guidelines. - To act as a role model in all dealings with others and to ensure new staff are coached and supported to reach optimum performance as quickly as possible, in order to aid retention and development of staff. - To deal effectively with passenger’s ineligible to fly or causing difficulties, in a professional effective manner, in order to minimise disruption...