Open Position: Lead Customer Service Representative
ID: PEK00000133
Job overview and responsibilities
Lead Customer Service Representative will be a key customer contact at the airport and be responsible for ensuring that our United Airlines core4 principles (Safe, Caring, Dependable, Efficient) are maintained and extended to all customers traveling on United Airlines flights - Every Customer, Every Flight, Every Day. Duties will include an all-rounded oversight of the following Airport Operations functions: customer experience, lobby, ticketing, gate, baggage services, international departures and arrivals, cargo operations, ramp, cabin services, station operations center, automated facilitation controls, operations management, premium services, lounge.
This position is based in Beijing Capital International Airport (PEK).
• 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
• Promote inclusive behavior
• Acts as a credible resource
• 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
Required 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 and Chinese (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 meet medical clearance requirements
• Must be legally authorized to work in China for any employer without sponsorship
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position
Applicants who are interested and qualified for this vacancy are kindly requested to submit their application via Careers at United Airlines | United Airlines jobs before on September 6th, 2024. Job ID: PEK00000133
