SFO Passenger Service Supervisor

Swissport International AG; Burlingame (CA); On-site; USD 37,000 - 41,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Health insurance

Life insurance

Paid time off

Retirement plan

Tuition reimbursement

Vision insurance

Job summary

Swissport International AG in Burlingame, CA, is seeking a Passenger Service Supervisor to lead, motivate and engage staff to deliver outstanding customer experiences in line with Swissport procedures and brand values.

You will oversee quality, health and safety, schedule resources, train and coach the team, manage performance, handle customer service challenges, adhere to budgets and SOPs, and identify opportunities to improve service.

Qualifications

• High School diploma or GED required.
• Passionate about customer service and must have relevant work experience.
• Leadership and people management experience required.
• Proven problem solving and decision making ability.
• Planning and organizing skills needed.
• Excellent written and verbal communication in country language.
• Commitment to continuous improvement.
• Computer literate with Office Suite.

Responsibilities

• Lead and motivate staff to deliver great customer experiences.
• Ensure safety, health and environmental compliance at the station.
• Monitor overtime and optimize resource usage.
• Identify training needs and coach staff.
• Manage performance and provide feedback.
• Resolve customer service issues and negotiate with customers as needed.
• Maintain adherence to budget and SOPs for service delivery.
• Identify new business opportunities and maintain commercial awareness.

Skills

Leadership

Customer service

Problem solving

Planning

Communication

Continuous improvement

Regulatory knowledge

Education

High School diploma or GED

Tools

Office Word

Excel

PowerPoint

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 differentiates 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

Passenger Service Supervisor leads, motivates, engages and inspires all staff to ensure the delivery of great customer experiences in line with Swissport procedures, policies and brand values.

The expected pay rate is $27.00-30.00/hour. Full-time employees are offered a range of health and wellness benefits as well as 401(k) with company match paid vacation time, sick time, and company paid holidays.

Your activities

• Responsible for Quality, Health, Safety, and Environmental activities at the station with an objective of reducing employee injuries, aircraft, and equipment damage
• Lead by example in order to ensure we deliver consistently great customer experiences at every touchpoint
• Ensure available resources are used to the optimum level (monitor and control overtime payments)
• Support and identify training needs and where required train, coach and mentor the team
• Create and maintain a progressive, open feedback culture by managing the performance of employees
• Resolve all customer service challenges in a timely manner and assist in negotiations with new customers
• Strict implementation of Passenger Service budget
• Ensure compliance with all SOPs and policies in order to meet or exceed regulatory standards and deliver the desired customer service experience
• Ensure all safety and security processes and procedures are complied with at all times
• Manage and contribute towards change within the operational environment and maintain commercial awareness in identifying new business opportunities
• Any other duties that may be required

Your profile

• High School diploma or GED equivalent
• Passionate about customer service and must have relevant work experience
• Leadership and people management skills
• A proven ability to problem solving and decision making experience
• Planning and organizing skills
• Excellent communication skills (written and verbal) in country specific language
• 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

What we offer

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

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, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Visit our website at https://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!