Customer Service Lead Agent

3 weeks ago

Cape Town, South Africa United Airlines Full time

**Description**:
There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose - Connecting People, Uniting the World - is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. Our careers include competitive benefits package aimed at keeping you happy, healthy and well-traveled. From world-class benefits and space available travel privileges, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

**As the face of our customer, here’s what you will do**:
Whether our customers are traveling for business or pleasure, you are the professional in the airport that crafts important connections and encourages an environment where everyone feels welcome, valued, and respected. You will be interacting with our domestic and international customers in our lobbies and at gates, helping them with ticketing, baggage, greeting customers as they start and end their journey and doing it with a smile. You will provide friendly, professional, confident, and insightful service to help resolve customer travel issues and make their experience memorable.

This position is located at the CPT airport in Cape Town, South Africa.

**Job overview and responsibilities**

Under the direction of the Airport Operations Manager, the International Lead will assume daily responsibility for achieving service standards and operational objectives. The Lead is accountable for making decisions that impact the station metrics and provides front-line leadership, guidance and technical support to vendor employees and local team members above and below-the-wing. The lead is engaged operationally, to ensure the needs of the customer, the team and our operation are met; on a day-to-day basis. You will be empowered to be flexible in meeting customer and employee needs whilst addressing the dynamics of our schedule. Working closely with and supported by the regional and local management team you are expected to use your experience and knowledge to demonstrate a safe, caring, dependable and efficient ethos; to lead the frontline team with drive and compassion, ensuring that we remain accountable for our performance.

Duties include but not limited to:

- Responsible for upholding safety standards, including MOCHA audit completion, safety inspections and feedback to Customer Service Reps
- Driving the operation in all departments; lobby, gates, premium services, club, baggage and connections
- Engaged operationally, to ensure the needs of the customer, the team and our operation are met; on a day-to-day basis
- Oversee the necessary daily preparatory work, ensuring staff deployment best meets the needs of the schedule
- Support vendor to provide premium program customer service in service delivery and product offering through daily engagement and service standard audits
- Ensure a good knowledge of premium services policies and procedures; including club access, promotions and marketing programs can be demonstrated
- Follow and uphold uniform and appearance standards
- Support the station with daily admin and back office work
- Assignment of department tasks, breaks and overtime in all areas
- Assist Supervisors with performance management and feedback to employees
- Conduct daily team briefings
- Assisting Customer Service Representative job interviews
- Support the supervisor team with collateral and project work
- Participate and organize internal monthly safety meetings alongside supervisor as part of the Station SAT
- Liaison and assist with service partners in below the wing team, operations team for on time departure
- Support with aircraft damage and employee injury investigation

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.

**Qualifications**:
**Required**
- Minimum of two years Customer Service/Operational Experience
- Previous supervisory/leadership experience
- Secondary School Education or equivalent school leaving certificate
- Must be fluent in written and spoken English
- Excellent knowledge of ATW airport operations procedures & processes
- Proven track record of reliability
- Have the ability to work under pressure in a calm, professional manner
- Have the ability to think clearly and make logical decisions
- Must be a true team player
- Excellent verbal and written communication skills
- Demonstrate outstanding leadership skills and initiative
- Ability to work with vendor staff and other external stakeholders
- Must be willing and able to wo

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