Overview

Every journey has an ending, but what if that ending was a missing or damaged bag? Swissport are looking for dedicated professionals to be the glimmer of hope for customers in their time of need.

As a Baggage Services Agent, you will be critical to our mission of being world class, setting the standard for the industry to follow. You will rescue the customers experience by providing them with information, support and timely communications. Behind the scenes, you will use our best-in-class systems to scout the world to locate their delayed baggage then arrange its delivery to the customer.

You’ll also be able to support your customer should they have left property onboard an aircraft or assist them by organising a repair or replacement for any damaged baggage.

Responsibilities

• Deliver world class customer service.
• Be the first point of contact for a Passenger reporting their Baggage Delay or Damaged.
• Deliver in line with each airlines specific ways of working.
• Liaise with other departments within the station as well as other handlers and airlines around the world.
• Enter, trace and manage files through the industry wide tracing software to locate missing baggage and record damaged baggage.
• Regularly communicate with customers throughout the process via phone and/or email.
• Support the local team to reroute bags which miss flights departing your station to help our departing customers down route.
• Safeguard passenger’s property whilst in our care.
• Organise delivery of baggage to customers inline with airline agreements.
• Recording of Lost Property found onboard flights to ensure its documented clearly so the customer can trace it with ease.

THIS LIST IS NOT EXHAUSTIVE AND IS NOT INTENDED TO RESTRICT THE SCOPE OF THE JOB BUT CLEARLY DEFINE A STARTING POINT AND MAY VARY DEPENDING ON LOCATION AND LOCAL CUSTOMER AIRLINE REQUIREMENTS.

Qualifications

To join our mission, you’ll:

• be passionate about delivering world class customer service.
• demonstrate commitment to continuous improvement.
• have earned at least three Standard Grades / GCSE’s / O Level or a Leaving Certificate.
• International equivalents also acceptable.
• need to be fluent in both spoken and written English.
• Additional language skills always a bonus.
• have a flexible approach to various shifts including; days, evening, nights, weekends, and Public Holidays.
• Free parking at the airport is provided but if you prefer to use public transport, please remember that early and late shifts will be needed where transport may not be accessible.
• be computer literate, and willing to learn Swissport and airline specific computer systems.
• have the ability and willingness to follow processes and procedures whilst applying a flexible approach when required.
• be self-motivated and able to work independently and as part of your wider team.
• be physically fit and able to carry up to 32kgs over short distances.
• ideally have worked with World Tracer previously, but this will be trained if not.