SUPERVISOR AIRPORT SERVICES - YUL

Emirates; Montreal West; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading airline is seeking an Airport Services Agent to ensure excellent customer service and efficient operations at its airport locations. The role involves supervising handling agents, processing customer claims, and supporting staff to achieve high service standards. Candidates should possess airline industry experience and strong customer service skills, along with fluency in English and French.

Benefits

Competitive remuneration package

Flight and hotel discounts

Qualifications

• At least 4 years of airline industry experience.
• Knowledge of Reservations and Ticketing preferred.
• Experience in customer service and operational support.

Responsibilities

• Supervise all internal and external agency relations.
• Analyze and mitigate operational issues affecting customers.
• Respond to customer inquiries and complaints promptly.

Skills

Advanced customer service skills

Baggage Tracing

Claims Handling

Proficiency in Microsoft Word

Proficiency in Excel

Fluent in English

Fluent in French

Education

O Level or equivalent

Recognized professional training in Customer Services

Training in Ground Operations

Job description

Ensure that the service offered is timely, efficient, professional, and of the highest level, according to the Company’s commercial, safety, and security policies, standards, and procedures. Supervise and coordinate all internal and external agencies, such as handling agents, service providers, other airlines, and authorities. Ensure comprehensive coverage of all relevant operational areas.

Job Outline

• Analyze anticipated operational problems such as overbookings, adverse weather, delays, flight cancellations, crew flight time limitations, etc., and undertake remedial and proactive actions to minimize customer disruption.
• Ensure that handling agents, caterers, and other service providers are fully briefed on Emirates’ operational requirements, including any special handling, and update this information as needed for smooth and cost-effective operations, minimizing customer inconvenience.
• Complete all post-flight activities accurately to protect company revenue and facilitate customer handling and dead load management at route stations and destinations.
• Respond efficiently and promptly to queries, complaints, and claims to restore passenger confidence. Perform administrative functions and other duties as assigned by the Airport Services Manager or Officer.
• Process baggage claims and control expenditure on damaged baggage replacements and lost baggage claims according to procedures and in a timely manner.
• Support and cover the Emirates Ticket Desk, and undertake ticketing and reservation duties to ensure seamless customer service.
• Support, coach, and develop airport services agents and relevant personnel to meet operational requirements and provide high customer service levels.
• Assist the ASM in conducting staff performance reviews, setting objectives, and supporting the performance management process by providing timely feedback.
• Perform credit card verification and travel document checks diligently.
• Support lounge duties when required, liaise with service providers, supervise contracted staff, and oversee catering, cleaning, and maintenance to ensure service standards are met and maintained.

Qualifications & Experience

Minimum O Level or equivalent, with recognized professional training in Customer Services and Ground Operations. At least 4 years of airline industry experience, with knowledge of Reservations, Fares, Ticketing, Baggage Tracing, and Claims Handling. Proficiency in Microsoft Word, Email, Excel is advantageous. Fluent in spoken and written English and French. Advanced customer service skills.

Salary & Benefits

Enjoy a competitive remuneration package, flight and hotel discounts. More details at www.emirates.com / careers .

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