Lead Customer Service Representative

5 days ago

Tanjong Pagar, Singapore United Airlines Full time

**Description**:
We have a wide variety of career opportunities around the world — come find yours.

**Department overview**

The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.

**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**:
**Required**
- 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 experience
- Ability 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

Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT

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