At a Glance
- Tasks: Help passengers reunite with their lost or damaged baggage while providing top-notch customer service.
- Company: Join Swissport, a leading name in the aviation industry.
- Benefits: Flexible shifts, free airport parking, and opportunities for career growth.
- Other info: Dynamic work environment with a supportive team and training provided.
- Why this job: Be the hero for travellers in need and make their journey smoother.
- Qualifications: Passion for customer service and at least three GCSEs or equivalent.
The predicted salary is between 24000 - 36000 € per year.
Ready for take off? Join Swissport for an exciting career in aviation. Every journey has an ending, but what if that ending was a missing or damaged bag? Swissport are looking for dedicated professionals to be the glimmer of hope for customers in their time of need, remaining calm and reassuring at all times.
As a Baggage Services Agent, you will be part of a dedicated team who work collaboratively with other departments to unite passengers with their delayed baggage in line with Swissport’s mission of being world class. You will rescue the customers experience by providing them with information, support and timely communications. Behind the scenes, you will use our best-in-class systems to scout the world to locate their delayed baggage then arrange its delivery to the customer. You will support our customers who have left their property onboard an aircraft, arrived at their destination without their baggage or assist them by organising a repair or replacement for any damaged baggage.
Responsibilities
- Delivering world class customer service, you will be the first point of contact for passenger(s) reporting lost property onboard, delayed or damaged baggage.
- Deliver first class service in accordance with our airline partner’s specific ways of working.
- Liaise with all departments within the station including other ground handlers and airlines in various locations worldwide.
- Enter, trace and manage files through the industry wide tracing software to locate missing baggage and record damaged baggage.
- Regularly communicate with customers throughout the process via phone and/or email.
- Support the local team to reroute bags which miss flights departing your station to help our departing customers down route.
- Safeguard passenger’s property whilst in our care.
- Organise delivery of baggage to customers in line with airline agreements.
- Recording of Lost Property found onboard flights to ensure its documented clearly so the customer can trace it with ease.
Qualifications
- Be passionate about delivering world class customer service.
- Demonstrate commitment to continuous improvement.
- Have earned at least three Standard Grades / GCSE’s / O Level or a Leaving Certificate. (International equivalents also acceptable).
- Need to be fluent in both spoken and written English. (Additional language skills always a bonus).
- Have a flexible approach to various shifts including; days, evening, nights, weekends, and Public Holidays.
- Be computer literate, and willing to learn Swissport and airline specific computer systems.
- Have the ability and willingness to follow processes and procedures whilst applying a flexible approach when required.
- Be self-motivated and able to work independently and as part of your wider team.
- Be physically fit and able to carry up to 32kgs over short distances.
- Ideally have worked with World Tracer previously, but this will be trained if not.
Customer Services Agent - Baggage Facilities (Passenger Services) - Heathrow Airport in City of London employer: Swissport International AG
Swissport is an exceptional employer, offering a dynamic work environment at Heathrow Airport where you can thrive in the fast-paced aviation industry. With a strong focus on world-class customer service, employees benefit from comprehensive training, opportunities for career advancement, and a supportive team culture that values collaboration and continuous improvement. Enjoy unique perks such as free airport parking and the chance to make a real difference in passengers' travel experiences every day.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Agent - Baggage Facilities (Passenger Services) - Heathrow Airport in City of London
✨Tip Number 1
Get to know the company! Research Swissport and their values. When you understand what they stand for, you can tailor your approach during interviews to show how you fit right in with their mission of delivering world-class customer service.
✨Tip Number 2
Practice your communication skills! As a Baggage Services Agent, you'll be the first point of contact for customers. Role-play common scenarios with friends or family to build your confidence in handling customer queries and complaints.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips about the role and might even lead to a referral, which can boost your chances of landing that job!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining the Swissport team. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Services Agent - Baggage Facilities (Passenger Services) - Heathrow Airport in City of London
Some tips for your application 🫡
Show Your Passion for Customer Service:When writing your application, let your enthusiasm for delivering world-class customer service shine through. Share any relevant experiences where you’ve gone above and beyond to help someone out, especially in challenging situations.
Tailor Your Application:Make sure to customise your application to reflect the specific skills and qualities mentioned in the job description. Highlight your ability to work collaboratively and your commitment to continuous improvement, as these are key to our mission at Swissport.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon. We want to see your personality, but also your ability to communicate effectively, which is crucial for a role like this.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at Swissport!
How to prepare for a job interview at Swissport International AG
✨Know Your Customer Service Basics
Brush up on your customer service skills before the interview. Be ready to share examples of how you've handled difficult situations or provided exceptional service in the past. Swissport values a calm and reassuring approach, so think about how you can demonstrate that.
✨Familiarise Yourself with Baggage Handling Procedures
Do some research on baggage handling processes and common issues that arise at airports. Understanding the basics of how lost or damaged baggage is managed will show your commitment to the role and help you answer questions more confidently.
✨Practice Your Communication Skills
Since you'll be communicating with customers regularly, practice clear and concise communication. You might want to role-play potential scenarios with a friend, focusing on how to reassure and inform customers effectively.
✨Show Your Flexibility and Team Spirit
Be prepared to discuss your availability for various shifts and your willingness to work as part of a team. Swissport looks for individuals who can adapt to changing situations, so highlight any experiences where you've successfully worked collaboratively or adjusted to new challenges.
