Lead Customer Service Rep SGP

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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 included 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 a 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