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.
Contact Details:
Swissport International AG Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Agent - Baggage Facilities (Passenger Services) - Heathrow Airport in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Swissport International AG. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Swissport International AG before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
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 Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Swissport International AG:Your cover letter is your chance to shine! Tell us why you want to work at Swissport International AG specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Swissport International AG!
How to prepare for a job interview at Swissport International AG
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
