Overview

 

Are you ready to take flight in a dynamic and fast-paced aviation industry? As a global leader in aviation services, Swissport provides Ground Handling, Cargo Handling, and Passenger Services to over 300 million passengers annually. Our mission is simple – “To provide the aviation industry with consistent and tailor-made solutions around the globe, for a better customer experience.” 

 

We believe that our people are what differentiates us from our competition. At Swissport, we are driven by our core values of Show You Care, Do the Right Things and Win as a Team, and we are currently seeking dedicated individuals, who align with these values, to join our team at various locations across the globe.  

  

Job Summary

 

The Customer Experience (CX) Leader is responsible for leading frontline passenger service teams to deliver exceptional customer service while ensuring compliance with airline procedures, safety, security, and operational standards. The role focuses on enhancing the passenger journey, supporting ancillary revenue generation, coaching frontline agents, and ensuring efficient check-in and boarding operations.

Key Responsibilities

1. Customer Experience

• Supervise frontline customer service agents during daily operations.
• Ensure passengers receive professional, courteous, and efficient service.
• Provide special attention and assistance to passengers with reduced mobility (PRM) and other passengers requiring special assistance.
• Monitor queue management and passenger flow.
• Ensure Swissport customer service standards are consistently applied.
• Resolve customer issues and escalations in a timely and professional manner.
• Promote a positive customer-focused culture within the team.
• Conduct daily briefings on customer service expectations.
• Support Customer Experience audits and implement improvement actions.

2. Ancillary Revenue Support

Support the execution of all ancillary revenue opportunities including:

Check-in

• Excess baggage sales
• Cabin baggage upgrades
• Priority Boarding
• Fast Track
• Lounge Access

Boarding Gate

• Cabin baggage compliance charges
• Oversized baggage collection
• Airline ancillary products

Responsibilities:

• Encourage agents to maximize ancillary sales opportunities.
• Monitor daily sales performance.
• Ensure ancillary procedures are correctly applied.
• Identify missed revenue opportunities.
• Coach agents on commercial selling techniques.
• Report daily ancillary revenue performance.

3. Operational Compliance

• Ensure compliance with airline procedures and Swissport SOPs.
• Monitor adherence to check-in and boarding processes.
• Ensure security procedures are followed.
• Verify documentation and passenger eligibility.
• Ensure data accuracy within DCS systems.
• Report operational irregularities.
• Support implementation of corrective and preventive actions.
• Maintain confidentiality and data protection.

4. Team Leadership

• Allocate duties to customer service agents.
• Monitor staff productivity throughout the shift.
• Coach and mentor frontline employees.
• Conduct on-the-job training for new employees.
• Monitor grooming and uniform standards.
• Promote teamwork and employee engagement.
• Support performance reviews when required.

5. Performance Monitoring

Monitor and report KPIs including:

• Customer Satisfaction (CSAT/NPS)
• Queue Time
• Check-in Waiting Time
• Boarding Efficiency
• Boarding Compliance
• On-Time Performance (OTP)
• Customer Complaints & Compliments
• Ancillary Revenue Performance
• Revenue Conversion Rate
• Revenue Leakage

Prepare daily and weekly operational reports.

QHSE Responsibilities

• Ensure all passenger services are delivered safely in accordance with Swissport SOPs.
• Ensure compliance with aviation security regulations.
• Promote safe working practices.
• Ensure the proper use of safety equipment.
• Report incidents through Swissport reporting platforms.
• Ensure compliance with ISO standards and Swissport Quality Management System.
• Support continuous improvement initiatives.

Key Interfaces

Internal

• Customer Experience Manager
• Station Manager
• Operations Team
• QHSE
• HR
• Finance

External

• Airline Station Managers
• Airport Authorities
• Ground Handling Partners

Education

• Bachelor's Degree (Bac+3) or equivalent.

Experience

• Minimum 3 years of experience in Passenger Services or Airport Operations.
• Minimum 1 year in a supervisory or team leader role.
• Experience in airline customer service and check-in operations is preferred.
• Knowledge of airline DCS systems and ground handling procedures.

Skills & Competencies

• Strong customer service orientation.
• Leadership and coaching skills.
• Excellent communication and interpersonal skills.
• Commercial awareness and sales mindset.
• Problem-solving and decision-making abilities.
• Ability to work under pressure.
• Good analytical and reporting skills.
• Strong organizational and planning skills.
• Knowledge of airline procedures and SLAs.

Language Requirements

• Fluent in French and English (spoken and written).
• Arabic is an advantage.

 

 

At Swissport, we believe in diversity, equal opportunity, and the power of our values to drive our success. We are committed to providing a workplace that fosters inclusion and where all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

 

Visit our website at https://careers.swissport.com to learn more about Life at Swissport.

 

Join Swissport today and be part of a team that connects the world of aviation!