Lead Agent - Customer Service Rep - Full Time ID-4030
Description
Airport Operations
The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.
Find your future at United! We’re reinventing what our industry looks like, and what an airline can be – from the planes we fly to the people who fly them. When you join us, you’re joining a global team of 100,000+ connected by a shared passion with a wide spectrum of experience and skills to lead the way forward.
Achieving our ambitions starts with supporting yours. Evolve your career and find your next opportunity. Get the care you need with industry-leading health plans and best-in-class programs to support your emotional, physical, and financial wellness. Expand your horizons with travel across the world’s biggest route network. Connect outside your team through employee-led Business Resource Groups.
Create what’s next with us. Let’s define tomorrow together.
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Job overview and responsibilities:
Actively engage with all customers to enhance the travel experience
Lead day to day operations, performance, resource planning (where applicable), flight delay and disruption handling, work assignments and training coordination
Provide support to station leadership and team
Coach and mentor team members and follow through on commitments
Build trust up and down within their team
Identify skill gaps and work with station leadership to coordinate training
Provide feedback on team performance
Recognize and develop team members
Monitor and report service partner performance and escalate as appropriate
Ensure vendor compliance with all operational, safety, security and regulatory requirements
Coordinate day to day issues with airport facilities, airport authority, government and border agencies
Conduct company audits as required
Monitor performance to assure that operational, safety, service and efficiencies are met
Provide technical guidance and interpret company policies and procedures to assist United and Vendor employees
Other duties including collateral work, back-office administration and customer correspondence
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
Minimum Qualifications
Tertiary qualifications or equivalent work experience in an operational Airline environment
Minimum five (5) years’ experience in all areas of Airport Ground Services
Must be fluent in English (written and spoken)
Intermediate computer literacy (Industry systems, MS Office, Outlook 360)
Airline industry experienceAbility to work in a fast-paced operational environment
Strong communication skills and interpersonal skills
Ability to work independently without supervision
Ability to make sound business decisions, analytical thinking
Goal-directed Leadership ability and Service-oriented performance
Prior experience leading a work team
Maintain well-presented and professional appearance
Must be flexible to work varying shifts, available 7 days a week/24 hours a day, including holidays and weekends, to deal with any operational and/or unforeseen situations
Must be legally authorized to work in the Republic of Singapore for any employer without sponsorship
Successful completion of interview required to meet job qualification
Reliable, punctual attendance is an essential function of the position
