Agent, Customer Services

6 months ago

London, United Kingdom American Airlines Full time

**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 you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing 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**:
The role is a part of the London Heathrow Customer Services team within our International division. You will support a group of Team Leaders in delivering a safe and first-class airport experience to our customers. You are expected to have an understanding of all areas of customer services and work flexibly across all functions. This position will involve a significant amount of standing, walking and greeting customers in a variety of roles within customer services, while reporting into and taking instructions from the Team Leaders.

**What you'll do**:

- As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations._
- Provide a consistently high-quality customer service ensuring a seamless experience at all contact points
- Perform a range of airport related duties and be prepared to support the daily operation in any capacity required in the following areas: Check-in, Gates, Transfer, Arrival, Baggage Services and ticketing (ATAC)
- Work closely with and take instructions from the Team Leader responsible for the flight/work areas/shift
- Conduct relevant administrative duties e.g. ATAC, preflight and post flight departure
- Represent AA by adhering to the uniform standards and by adopting a customer focused approach at all times
- Promote and sell AA services and products to our customers
- Attend and complete all compulsory training by given deadlines
- Adhere to and promote safe working practices all times
- Carry out any other reasonable duties consistent with the post

**All you'll need for success**:
**Minimum Qualifications
- Education & Prior Job Experience**
- Possess excellent interpersonal skills
- Possess a solution orientated approach
- The ability to resolve conflicts professionally within time constraints
- The ability to handle a stress environment effectively and work with minimum supervision
- Possess a strong customer focus and enjoy face to face contact with customers
- Be able to be a representative of the Company at all times
- Be well groomed appearance & adhere to the uniform standards at all times
- The ability and willingness to work in a shift environment (including weekends, bank and public holidays)
- Be reliable and punctual
- Be compliant with all American Airlines policies and procedures
- The ability to communicate both written and verbally to a high standard
- Be in possession of a valid BAA airside pass
- Be GSAT trained
- The willingness and ability to successfully complete all relevant training
- The willingness and ability to train and hold a valid BAA jet bridge permit as and when required

**Preferred Qualifications
- Education & Prior Job Experience**

**Feel free to be yourself at American**:
From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

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