Administration job at Delta Airlines - Customer Service Agent, Red Coat (SYD)

Job Description:

How youll help us Keep Climbing (overview & key responsibilities)

At Delta Air Lines, connection is at the heart of everything we do and guides our every action. We strive to welcome and care for all of our customers during their travels with us and aim to deliver an elevated experience.

Do you thrive in making in-person connections and enjoy making others feel welcomed? As a Red Coat, you’ll represent Deltas industry-leading hospitality by providing a flawless and memorable travel experience for our customers. You play a key part in keeping our brand strong by demonstrating strict adherence to uniform compliance, maintaining professionalism, and exhibiting a positive attitude inside and outside of work.

Red Coats provide outstanding customer service. Assist our customers with their travel needs, including conflict resolution. They can explain available alternatives to ensure a more efficient airport experience for all customers. Red Coats support leadership to drive operational excellence and reliability, ensuring irregular operations are handled in a caring and efficient way.

The ideal candidate acts as a customer service agent excelling in all aspects of customer service, passenger handling, and conflict management. They will be able to identify and seek out our most valued customers, assisting them with all their travel needs, continually developing positive relationships, while coordinating and monitoring all irregular operations. The Red Coat handles all facets of work associated with customer service, including ticketing/reissues, reservations, and being visible for all customers, concentrating on our elite passengers.

Summary of responsibilities (not comprehensive of all tasks):

Proactively greets customers, assesses their needs, explains Deltas available technology alternatives, and directs them appropriately.
Provide operational leadership and guidance for team members to drive operational excellence and customer experience.
Interact with customers both at check-in, throughout the airport and while boarding their flights.
Assist customers during service recovery (e.g. customer engagement, rebooking needs).
Resolve problems and conflicts for customers, team members, and operational partners.
Build and maintain positive relationships with vendors and business partners and peers.
Successfully complete Functional Above Wing and Red Coat training classes.
Displays a positive image of Delta.
Efficiently coordinates and monitors all aspects of the operation, including both above and below wing.
Practices safety-conscious behaviors in all operational processes and procedures.

Benefits and Perks to Help You Keep Climbing

Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience, Servant Leadership, and Teamwork – every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:

Delta Air Lines will never ask candidates for money throughout our recruitment process, including for any pre-employment screenings. All email communications with Delta’s recruitment team will come from a Delta email domain. If you have any questions about the legitimacy of an outreach from Delta’s recruitment team, you can contact candidatecaredelta.com.

Delta benefits as per local regulations and work rules will apply.

What you need to succeed (minimum qualifications)

Must be at least eighteen (18) years of age and legally authorized to live and work in Australia at the time of application.
Must be fluent in English.
Must be able to read, write, and comprehend detailed job instructions.
Must have strong listening and communication skills in order to identify customer needs and to provide directions appropriately.
Ability to use digital tools and systems required for daily work activities.
Understands and adheres to airport security protocols and procedures to protect customers, staff and property
Holds a strong understanding of the operation, industry and what it takes to be competitive in the airport environment
Ability to collaborate with team members and peers to achieve organizational goals
Supports team members in development and growth opportunities
Ability to maintain composure during shifting responsibilities, managing resources to maintain operational excellence
Use motivation skills to engage team members to achieve goal-directed behaviors
Applies sound business judgement and situational awareness to support operational decisions and customer interactions
Must be fit to lift bags or items weighing between 50 and 70 pounds, walking long distance and stand for a long period of time
Must be able to pass a pre-employment background check.
Embraces a diverse people, thinking and styles.
Consistently prioritizes safety and security, of self and others, and personal data.
Ability to work a fixed and/or rotating schedule, including early morning, afternoon, evening, overtime and in weekend and public holidays when required.
Willing to travel overseas for meetings and training, as well as supporting other stations.

What will give you a competitive edge (preferred qualifications)

Working knowledge of Delta computer systems, operational policies, and procedures.
Minimum of three (3) years of airport customer service experience; ticket and gate agent experience preferred.
College degree preferred.

Job Ident #: 32043

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