Description
Under the Airport Operations Manager's guidance, the Customer Service Lead Agent is responsible for achieving service standards and operational objectives. They make decisions that impact station metrics and provide leadership, guidance, and technical support to vendor employees and local team members. The lead is operationally engaged to meet customer, team, and operation needs. They must be flexible, meet schedule dynamics, and demonstrate a safe, caring, dependable, and efficient ethos. They must lead the frontline team with drive and compassion, ensuring accountability for performance.
The role involves upholding safety standards, driving operations in all departments, engaging operationally to meet customer needs, overseeing daily preparatory work, supporting vendor in providing premium program customer service, and maintaining knowledge of premium services policies and procedures. Duties include maintaining uniform and appearance standards, supporting station administration, assigning department tasks, breaks, and overtime, assisting supervisors with performance management, conducting team briefings, and assisting customer service representatives in job interviews. The role also involves assisting supervisors with collateral and project work, participating in monthly safety meetings, liaising with service partners, and investigating aircraft damage and employee injuries. The responsibilities include assisting with on-time departures, ensuring uniform and appearance standards, and assisting with collateral and project work.
Requirements
To be considered for this role, candidates must have a minimum of two years of customer service/operational experience, previous supervisory/leadership experience, and a secondary school education or equivalent. Fluency in English, sound administration skills, and excellent knowledge of ATW airport operations procedures and processes are essential. The candidate must be reliable, able to work under pressure, think clearly, and make logical decisions. They must be a team player, have excellent communication skills, and demonstrate outstanding leadership. The candidate must be able to work all shifts on a rotating shift pattern, be well-groomed, reliable, and strive for high-quality work. Travel is required, and the candidate must be legally authorized to work in South Africa without sponsorship. Successful completion of an interview is required for the job qualification.
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