American Airlines

Lead Agent, Customer Services - Australia SYD

American Airlines - Posted 9 days ago
$43k-79k/year  + Equity


Sydney, NSW

Customer Service Agent
Career Level
Company size
130k employees

Airport:  Sydney Intl

Customer Service Agent Job description

Please ensure you already have the legal right to live and work in Australia before submitting your application for this role. Please ensure you already have the legal right to live and work in Australia before submitting your application for this role.


Are you ready to explore a world of possibilities at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of yourself. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

What you'll do

•    To provide leadership, guidance and direction to airport and business partner team members to ensure American Airlines delivers exceptional customer service

•    To support the station General Manager to deliver all key safety, service and operational targets and standards across all areas of the airport operation 

•    Ensures all security requirements that relate to the security of each flight are monitored and met, including oversight of passenger and baggage screening, controlling access to the airplane and the security of passenger, baggage and cargo acceptance

Why you'll love this job
  • The role is a part of the SYD Airport team within our Asia Pacific Operation group. 
All you'll need for success

Key Responsibilities: (Including but not limited to) 

•    Supervises all operational and customer handling activities at the airport to ensure all functions are completed in accordance with American Airlines standards and procedures ensuring safety & security requirements are consistently delivered 

•    Adapts and executes various leadership and hands-on functions as the operational needs deem appropriate with the flexibility of working varied hours at short notice. 

•    Disseminates new procedures/rules and provide technical leadership to airport agents as appropriate. Provides reliable technical and procedural support to airport agents through ad hoc employee inquiries, regular employee meetings and any applicable training sessions. Takes charge of overseeing required training for contract agents and ensures training are completed on time without fail. 

•    Co-ordinates and assigns airport agents/contractor agents’ responsibilities in event of irregular operations. Makes timely decisions, gives clear guidance and coordinates all activities to minimize customer and operational impact.

•    Communicates across various departments including IOC, regulatory agencies, airport and airline partners to ensure delivery of service, safety and operational excellence 

•    Manages daily agent assignments including coordination resources and manning to ensure service, efficiency and productivity are maintained. 

•    Produces or completes ad hoc reports requested by the GM or his/her deputy. 

•    Implements TSA Security Directives and International Security Program procedures. 

•    Monitors and ensures screening and searches of all passengers, baggage, cargo and aircraft cabin is conducted in compliance with the measures set forth in AOSSP, ISP and TSA Security Directives. 

•    Interfaces with pilot in command regarding the security of the flight and notifies unusual or irregular activities if any. 

•    Trains and supervises contracted security personnel who perform aircraft cabin search in the aircraft. Periodically monitors and trains catering search agents at the catering facility. 

•    Represents GM as required in their absence

Core Competencies & Skills Required: 

•    Minimum 3 years of airport operational leadership experience in frontline people leadership role with a keen focus on customer & operational excellence

•    Proven experience in delivering world-class safety and security outcomes 

•    Proven strong interpersonal and leadership skills 

•    Ability to communicate effectively at all levels with customers, team members and business partners 

•    Sound judgment and decision-making ability 

•    Proven organizational ability and capability to handle and delegate multiple tasks simultaneously 

•    Ability to work a 7-day rotational roster including early morning and late evening shifts

•    Able to work under pressure with minimum supervision

•    Strong computer skills and ability to use MS office tools 

What you'll get

Feel free to take advantage of all that American Airlines has to offer: 

  • Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
  • Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

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