Lead Agent - Customer Service Rep - Full Time

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.

Come join us to create what’s next. Let’s define tomorrow, together.

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.

Job Overview And Responsibilities

Under the direction of the Airport Operations General Manager, the 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. 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 are empowered to be flexible in meeting customer and employee needs whilst addressing the dynamics of our schedule. Working closely with and supported by the Management team you are expected to use your experience and knowledge to demonstrate a safe, caring, dependable and efficient ethos; to lead the frontline 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
• Complete all mandatory regulatory and company required documentation of all activities
• Attend division/unit/group, service providers and airport meeting with or on behalf of GM
• Driving the operation in applicable departments, such as; lobby, gates, premium services, club, baggage and connections; ensure frontline service providers are delivering on service, performance and safety objectives set by the company and station
• 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
• Ensure a good knowledge of premium services policies and procedures, including club access, promotions and marketing programs can be demonstrated
• Revenue generation (upselling of flights)
• Follow and uphold uniform and appearance standards
• Support the station with daily admin and back-office work including but not limited to, invoice processing, email, and voicemail follow up
• Assignment of department tasks, breaks and overtime in all areas
• Conduct daily team briefings
• Assisting Customer Service Representative job interviews
• Support the General Manager with collateral and project work
• Participate and organize internal monthly safety meetings alongside General Manager as part of the Station | SAT
• Support with aircraft damage, employee injury investigation, and safety performance (OSHA, LTI damages)
  
  

• Minimum of two years Customer Service/Operational Experience
• Previous supervisory/leadership experience
• Secondary School Education or equivalent school leaving certificate
• Sound Administration skills (Microsoft word, Excel, Emails)
• Excellent knowledge of ATW airport operations procedures & processes
• Good technical knowledge of Airport applications (MAP, Aero, Shares, AIMS etc)
• 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
• Must be willing and able to work all shifts (early/late) on a rotating shift pattern
• Must be well groomed in appearance, be reliable, dependable and strive for high quality work
• Some travel for trainings/meetings
• Have a valid Passport
• Must be fluent in English (written and spoken)
• Must be legally authorized to work in Dubai for any employer without sponsorship
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position
  
  

• Bachelors degree
• 5 years Customer Service/Operational Experience
• Fluent in Arabic
• Have a valid US Visa