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Tower Agent

Il y a 3 mois

Paris, Île-de-France Delta Temps plein

_France, Paris_

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_Airport Customer Service_

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_03-Apr-2023_

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_Ref #: 20171_

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_How you'll help us Keep Climbing (overview & key responsibilities)_:

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_Vision:
Deliver world-class service to all customers. _
**_Mission: Make every customer feel like the most valued person.
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Can be assigned to either Field role or Customer Experience role, positions are interchangeable and all under the Tower agent scope, after full training provided. _

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Performs a variety of duties according to the functional work area assignment, under certain circumstances, personnel may be required to perform all functions. _

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Subject to rotating shifts and off days. _

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Develops a line of communication with AF operations management as well as other actors necessary to ensure maximized use of the airport facility and minimized obstruction of Delta aircraft and passenger movement. _

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Responsible for reviewing AF gate plot and recommending alternate gate assignments to minimize passenger misconnects while improving Delta operational performance. _

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Coordinates with ACS OSMs on duty, ACS agents/Red Coats and business partners to ensure execution of on-time aircraft turn and departure. _

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Works with the Operations Customer Center and other Hub Coordination Centers in implementing the daily operation to meet safety, reliability, and customer service KPIs and Net Promoter (NPS) goals. _

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Responsible for distribution of daily outlook and operational pages as needed throughout the day. _

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Ability to review/create reporting and participate as needed in ad-hoc projects as guided by ACC OSM. _

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Participates in daily briefing and actions any concerns raised from Delta, AF or business partners that could impact operation. _

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Monitors the inbound customer/baggage connections, provides analysis, and makes decisions regarding local and down/up-line connections and customers impacted by cancelled or delayed flights. _

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Directs the necessary personnel to meet late or cancelled flights for proper customer handling, assistance, re-accommodation, and baggage handling. _

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Practices safety-conscious behaviors in all operational processes and procedures._

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_What you need to succeed (minimum qualifications)_:

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Knowledge of OSS and RES automation systems preferred as well as AF systems. _

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Should have strong analytical, organizational, and administrative skills. _

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Should be proficient in communication skills: verbal, written, and listening. _

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Must speak, write and read English and French fluently._

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Strong interpersonal, problem solving, and decision-making skills are preferred. _

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Should be a self-starter and able to manage multiple tasks simultaneously. _

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Prior experience working in an Airport Control Center (ACC)/Hub Tower environment is desired. _

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Operational experience in Airport Customer Service (passenger service and ground operations) is preferred. _

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Must be flexible and willing to work rotating shifts and days off._

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Must be performing satisfactorily in present position._

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(If transferring internally) Must be performing satisfactorily in present position._

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Consistently prioritizes safety and security of self, others, and personal data._

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Embraces diverse people, thinking, and styles._

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Possesses a high school diploma, GED, or high school equivalency._

_What will give you a competitive edge (preferred qualifications)_:

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  • N/A_
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- < Go back_