PAX Account Manager

Swissport; Richmond; On-site; CAD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive pay

Paid training

Group benefit

Free parking

Uniform provided

Job summary

Swissport is seeking an Account Manager in Vancouver to ensure positive customer experiences across departments. This role will directly supervise all aspects of the customer’s operations and liaise with airlines and airport authorities.

Ideal candidates have 5+ years in aviation, strong communication skills, and a commitment to continuous improvement. The position requires flexibility for shift work in a 24-hour operation and safety-focused responsibilities.

Qualifications

• High school diploma or GED is required.
• 5+ years in airline/aviation is preferred.
• Excellent customer service capabilities.
• Strong problem-solving and decision-making abilities.
• Proficient with Microsoft Office (Word, Excel, PowerPoint).

Responsibilities

• Lead by example to deliver consistently great customer experiences at every touch point.
• Directly supervises all aspects of the customer’s operations.
• Ensure resources are used to their optimum level.
• Support and identify training needs and communicate to the manager.
• Resolve customer service challenges in a timely manner.
• Ensure compliance with policies to meet regulatory standards and deliver the desired customer service experience.
• Maintain all safety and security processes and procedures.
• Manage and contribute to change within the operational environment.
• Participate in daily safety briefings and post-operation briefings.
• Liaise with airline customers and airport authorities.
• Track performance metrics to inform monthly incentives and audit investigations.
• Ensure bulletin compliance as per airline policy.
• Perform any other duties assigned.

Skills

Communication skills

Problem solving

Planning & organizing

Continuous improvement

Computer literacy

Education

High School diploma or GED equivalent

Job description

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 differentiate 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

Account Manager ensures a positive customer experience by directly communicating with customer and Swissport departments.

Your activities

• Lead by example to ensure we deliver consistently great customer experiences at every touch point
• Directly supervises all aspects of the customer’s operations
• Ensure available resources are used to the optimum level
• Support and identify training needs and communicate such requirements to their manager
• Resolve all customer service challenges in a timely manner
• Ensure compliance with all policies to meet or exceed regulatory standards and deliver the desired customer service experience
• Maintains all safety and security processes and procedures are always complied with
• Manage and contribute towards change within the operational environment
• Participate in daily safety briefings and post operation briefings
• Liaison with airline customers and airport authorities
• Track operational and audit performance metrics to help determine monthly incentive and assist with the investigations for audit findings, operational events, etc.
• Ensure bulletin compliance as per airline policy
• Any other duties that may be assigned

Your profile

• High School diploma or GED equivalent
• Minimum 5 years experience in the airline/aviation industry and knowledge of the Airline is a asset
• Passionate about customer service and must have relevant work experience
• A proven ability to problem solving and decision-making experience
• Planning and organizing skills
• Excellent communication skills (written and verbal) in English
• Commitment to continuous improvement
• Computer literate (Office Word, Excel, PowerPoint)
• A good understanding of all regulatory and recommended procedures that relate to the airport environment
• Obtain and maintain Transport Canada Security Clearance
• As our operation runs 24 hours a day, the candidate must be available to work to all types of shifts in a 24-hour operation, including weekends, holidays

What we offer

• Competitive pay
• Paid training
• Group benefit
• Free parking
• Uniform provided

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 www.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!