Customer Services Lead Agent (KLM/AF)

Overview

Job Summary

Customer Services Lead Agent for AF/KLM.

Contract: Fixed term until 31/10/2026

To provide professional supervision on a shift basis to the Passenger Service team to ensure the highest standards of quality, customer service, punctuality and health & safety are maintained.

This role will be a secondment for internal applicants.

Responsibilities

Job Responsibilities

• Lead, motivate and organise the Customer Service Agents on shift to ensure that Airline quality and punctuality standards and Swissport performance standards are met in the most cost effective-fashion.
• Review the performance of all agents on shift, to identify areas for improvement, to provide immediate training and to refer for further training where appropriate, to maintain the highest level of effectiveness and professionalism.
• Act as the first line contact for all staff on...