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Lead Agent - Customer Service Rep - Full Time

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Logistics
  • Rome

AI generated summary

  • You need 5 years of customer service experience, leadership skills, fluent English and Italian, admin skills, and legal authorization to work in Italy. Must be reliable and passed the interview.
  • You will uphold safety standards, manage mail and cargo operations, monitor baggage performance, allocate daily duties, deliver briefings, assist in employee development, and support safety initiatives.

Requirements

  • 2 years Customer Service/Operational Experience
  • Previous supervisory/leadership experience
  • Secondary School Education or equivalent school leaving certificate
  • Sound Administration skills (Microsoft Word, Excel, Emails)
  • Excellent knowledge of ATW and BTW airport operations procedures & processes
  • Good technical knowledge of Airport applications (MAP, Aero, Shares, AIMS etc)
  • Proven track record of reliability
  • Have the ability to work under pressure in a calm, professional manner
  • Have the ability to think clearly and make logical decisions
  • Must be a true team player
  • Excellent verbal and written communication skills
  • Demonstrate outstanding leadership skills and initiative.
  • Must be willing and able to work all shifts (early/late) on a rotating shift pattern
  • Must be well groomed in appearance, be reliable, dependable and strive for high quality work
  • Must be fluent in English and Italian (written and spoken)
  • Must be legally authorized to work in Italy for any employer without sponsorship
  • Successful completion of interview required to meet job qualification
  • Reliable, punctual attendance is an essential function of the position
  • Bachelor's degree
  • 5 years of Customer Service/Operational Experience
  • Have a valid US Visa

Responsibilities

  • Responsible for upholding safety standards, including MOCHA audit completion, safety inspections and feedback to business partner management and employees
  • Responsible for monitoring and maintaining the usage of new loading/unloading and scanning tools for departing/arriving flights
  • Responsible for managing the mail & cargo operations on the ramp in conjunction with business partner staff
  • Responsible for monitoring and cataloguing the performance of the daily baggage arrivals/departures/connection area
  • Ensuring you drive the performance to meet company’s performance metrics
  • Work in conjunction with station personnel to allocate daily duties as necessitated by operational needs
  • Responsible for compiling and delivering daily briefings
  • Follow and uphold PPE & uniform appearance standards
  • Assisting General Manager and station leads for interviews when necessary
  • Assist management, supervisors, and leads with performance management, feedback and employee development
  • Support the management team with collateral and project work
  • Participate and organize internal monthly safety meetings alongside fellow leads and management as part of the Station Safety Action Team Liaison and assist with service partners in above the wing team, SOC team for on time departure
  • Support with aircraft damage and employee injury investigation

FAQs

Is relocation assistance provided for this position?

No, relocation assistance will not be provided.

What are the minimum experience requirements for the Lead Agent position?

The minimum requirement is 2 years of Customer Service/Operational Experience.

What languages must candidates be fluent in?

Candidates must be fluent in English and Italian, both written and spoken.

Are there specific educational qualifications required for this role?

Yes, a Secondary School Education or an equivalent school leaving certificate is required.

Is supervisory experience necessary for this job?

Yes, previous supervisory or leadership experience is required.

What technical knowledge is beneficial for this position?

Good technical knowledge of Airport applications such as MAP, Aero, Shares, and AIMS is beneficial.

Is it mandatory to work rotating shifts?

Yes, candidates must be willing and able to work all shifts (early/late) on a rotating shift pattern.

What are the preferred qualifications for this role?

Preferred qualifications include a Bachelor's degree and 5 years of Customer Service/Operational Experience.

Is a valid US Visa required for this position?

A valid US Visa is listed as a preferred qualification, but it is not mandatory.

What responsibilities will the Lead Agent have regarding safety standards?

The Lead Agent will be responsible for upholding safety standards, completing MOCHA audits, performing safety inspections, and providing feedback to management and employees.

Do candidates need to demonstrate outstanding leadership skills?

Yes, candidates must demonstrate outstanding leadership skills and initiative.

Is punctuality and reliable attendance important for this role?

Yes, reliable and punctual attendance is an essential function of the position.

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