Lead Agent, Customer Services - Switzerland ZRH

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise, and become the best version of yourself. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learn new skills, and advance your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

This position is part of the Zurich airport team. You will report to the General Manager and provide front-line leadership and team building to ensure a safe, reliable operation with outstanding customer service. You will maintain and exceed the company’s goals within a defined cost structure, acting as a subject matter expert in various airport operation areas, providing hands-on guidance to staff to ensure compliance with company rules and regulations, and meeting operational targets.

What You'll Do

This list reflects current responsibilities but may be updated as needed. Management reserves the right to modify duties or require additional tasks, observing all legal and collective bargaining obligations.

• Coordinate overall airport operations and serve as the highest point of escalation in the absence of the GM.
• Conduct ticketing, gate, check-in, lost & found, operations, and ramp functions as required.
• Perform BDP or LSA, Ground Security Coordinator (GSC) functions if necessary.
• Lead vendor activities, providing clear leadership to insourced Airport Agents and ensuring contractual compliance.
• Maintain dependability and uphold company standards.
• Resolve customer issues efficiently.
• Interface with Crew/IOC as needed.
• Substitute for the GM in their absence, providing leadership, management reports, and liaising with vendors and authorities.
• Ensure compliance with internal controls.
• Complete administrative duties and reports.
• Coordinate daily work schedules and shift coverage.
• Ensure training of staff is completed and documented.
• Perform other reasonable duties as assigned.

All you'll need for success

Minimum Qualifications - Education & Prior Job Experience

• Strong knowledge of reservations and customer service systems.
• Excellent communication and listening skills.
• Strong interpersonal and organizational skills.
• Knowledge of customer service policies and standards.
• Ability to handle unforeseen circumstances such as Irregular Operations.
• Strong leadership and administrative skills.
• Dedication, reliability, and enjoyment of working with the public.
• Ability to motivate teams and work under pressure with minimal supervision.
• Adaptability, teamwork, trustworthiness, and self-motivation.
• Willingness to work shifts, including weekends and holidays.
• Proficiency in English and German.
• Willingness and ability to travel.

Feel free to be yourself at American

Our diverse workforce, supported by over 20 Employee Business Resource Groups, reflects our commitment to inclusion. We strive to connect our team members with customers, communities, and shareholders, helping everyone reach their potential and creating an inclusive environment.

Are you ready to take pride in keeping the world's largest airline running smoothly and caring for people on life’s journey? Feel free to be yourself at American.