Supervisor (CX)

Pacific Aviation Corporation; Seattle (WA); On-site; USD 24,796 - 35,817; Full time

Benefits offered by this job

Hourly Pay Rate

Medical, dental, and Vision benefits

401k

Paid Time Off

Uniform

Parking discount

Paid Training

Job summary

Pacific Aviation Corporation, serving Cathay Pacific, is seeking a supervisor to lead our ground staff in Seattle. You will oversee a team of customer service agents, ensure exceptional service, and coordinate flight actions with account managers.

Ideal candidates have 6 months in passenger and customer service, knowledge of airline policies, and the ability to adapt to dynamic operations. English and Japanese language skills are preferred, with availability to work a 5-day week and early shift.

Qualifications

• 6 months in passenger and customer service
• Expert knowledge of airline procedures and policies
• Able to adapt to operational constraints and customer needs
• Demonstrate problem-solving when unexpected events occur
• Preference for English and Japanese language skills
• Availability to work 5 days a week
• Shift-time 6:40 AM to 1:10 PM

Responsibilities

• Manage and optimize ground staff allocation
• Verify staff presence and manage schedules
• Oversee flight handling procedures and safety compliance
• Act as commercial representative for Airlines accounts
• Ensure timely setup of staff and equipment
• Monitor check-in equipment and procedures
• Lead team briefings and debriefings
• Ensure smooth flight turnaround from opening to departure
• Report flight actions and maintain required documentation
• Enforce safety policies and support front-line staff
• Lead investigations related to safety and incidents

Skills

Passenger & customer service

Airline policies

Bilingual English/Japanese

Shift flexibility

Team adaptability

Job description

Overview

Pacific Aviation's Cathay Pacific is looking for a bright, ambitious, and motivated professional to join our team as a supervisor to help lead our team of ground staff through thoughtful and constructive leadership. If you love delighting customers in the travel industry and have a passion for front-line leadership, apply today!

Summary

As a supervisor for Cathay Pacific, you will be in charge of a team of customer service agents. You will be responsible for ensuring the team is providing exceptional customer service, reporting and verifying flight actions, and ensuring all operational and safety procedures are followed. This position reports directly to the account managers.

Responsibilities

• Manage and optimize ground staff allocation
• Verify staff presence and manage schedules
• Oversee the integration of all methods necessary for flight handling
• Act as the commercial representative for the Airlines accounts
• Manage the efficient and on-time set up of staff with all required equipment
• Ensure the surveillance of check-in equipment
• Prepare and assist in team briefings and debriefings
• Ensure a smooth flight turnaround, from flight opening to flight departure
• Verify all flight actions
• Actively deliver on expected Quality Department objectives
• Follow operations procedures and applicable guidelines during and after the flight for which they are responsible
• Inform the Account Manager of any error relative to flight handling
• Work with the account manager to inform Airlines of any errors that may prevent a high-quality flight turnaround
• Effectively apply the special circumstances and airline procedures while taking into account final operating handover instructions and service notes
• Report flight data on the support sheets and necessary documentation for the Airline
• Be the guarantor during sessions where safety and security rules are enforced
• Monitor and ensure the professional appearance of agents as well as the proper maintenance and storage of equipment
• Assist in flight briefings and debriefings of staff each day
• Tactfully and effectively resolve any team conflicts or exceptions to work standards
• Enforce and oversee compliance with our Safety policy and provide all the necessary tools to respective frontline staff, enabling continuous improvement of our Safety performance and our corporate Safety culture
• Lead in fact-finding investigations arising from incidents/accidents in the workplace and/or operations concerning employee health and safety and/or general aviation Safety

Qualifications

• 6 months in passenger and customer service experience
• Expert knowledge of company methods, general procedures and airline policies
• Adaptability to the constraints of the operation and to customers
• Efficiently and effectively satisfy customer demands
• Show reflection of actions to be taken when faced with an unexpected event
• Preferable able to speak English/Japanese
• Availability to work 5 days a week
• Shift-time 6:40 AM to 1:10 PM

Benefits

• Hourly Pay Rate
• Medical, dental, and Vision benefits
• 401k
• Paid Time Off
• Uniform
• Parking discount
• Paid Training