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Lead Agent - Customer Service Rep - Full Time ID-18157

Minimum Qualifications

  • Tertiary qualifications or equivalent work experience in an operational Airline environment
  • Minimum five (5) years’ experience in all areas of Airport Ground Services
  • Must be fluent in English (written and spoken)
  • Intermediate computer literacy (Industry systems, MS Office, Outlook 360)
  • Airline industry experience
  • Ability to work in a fast-paced operational environment
  • Strong communication skills and interpersonal skills
  • Ability to work independently without supervision
  • Ability to make sound business decisions, analytical thinking
  • Goal-directed Leadership ability and Service-oriented performance
  • Prior experience leading a work team
  • Maintain well-presented and professional appearance
  • Must be flexible to work varying shifts, available 7 days a week/24 hours a day, including holidays and weekends, to deal with any operational and/or unforeseen situations
  • Must be legally authorized to work in the Republic of Singapore for any employer without sponsorship
  • Successful completion of interview required to meet job qualification
  • Reliable, punctual attendance is an essential function of the position

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Airport Operations

The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.

Find your future at United! We’re reinventing what our industry looks like, and what an airline can be – from the planes we fly to the people who fly them. When you join us, you’re joining a global team of 100,000+ connected by a shared passion with a wide spectrum of experience and skills to lead the way forward.

Achieving our ambitions starts with supporting yours. Evolve your career and find your next opportunity. Get the care you need with industry-leading health plans and best-in-class programs to support your emotional, physical, and financial wellness. Expand your horizons with travel across the world’s biggest route network. Connect outside your team through employee-led Business Resource Groups.

Create what’s next with us. Let’s define tomorrow together.

Job overview and responsibilities:

  • Actively engage with all customers to enhance the travel experience
  • Lead day to day operations, performance, resource planning (where applicable), flight delay and disruption handling, work assignments and training coordination
  • Provide support to station leadership and team
  • Coach and mentor team members and follow through on commitments
  • Build trust up and down within their team
  • Identify skill gaps and work with station leadership to coordinate training
  • Provide feedback on team performance
  • Recognize and develop team members
  • Monitor and report service partner performance and escalate as appropriate
  • Ensure vendor compliance with all operational, safety, security and regulatory requirements
  • Coordinate day to day issues with airport facilities, airport authority, government and border agencies
  • Conduct company audits as required
  • Monitor performance to assure that operational, safety, service and efficiencies are met
  • Provide technical guidance and interpret company policies and procedures to assist United and Vendor employees
  • Other duties including collateral work, back-office administration and customer correspondence

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.

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When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

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5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

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Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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