Lead Customer Service Representative

About the role

As the primary point of contact for our domestic and international passengers, the Lead Customer Service Representative ensures a welcoming and efficient experience throughout the airport journey. You will manage interactions at ticket counters, boarding gates and baggage areas, while coordinating closely with flight operations and ground handling teams.

Key responsibilities

• Direct airport customer‑handling activities and coordinate aircraft handling with flight operations and maintenance.
• Staff ticket counters, boarding gates and baggage service areas, and supervise ground‑handling agencies.
• Receive and direct incoming calls, greet passengers, and provide assistance with ticketing, baggage and travel inquiries.
• Oversee daily flight activity, catering, cabin cleaning, passenger boarding and cargo loading operations.
• Check commissary supplies, in‑flight magazines and newspapers, and ensure all departure documentation is prepared.
• Resolve irregularities, handle restricted articles per security regulations, and manage lost‑baggage or damage reports.
• Maintain liaison with ground‑handling companies, review flight P&L, and produce station dispatch/delay reports.
• Perform additional administrative duties as assigned by supervisors or the General Manager.

Required profile

• Minimum 3 years of experience in customer service or flight‑operation environments.
• Ability to work on‑site in an airport setting and manage multiple stakeholder relationships.
• Willingness to work under local contract terms; expatriate visas are not offered.

Required skills

What we offer

• Career growth within a global airline network.
• Access to health and wellness benefits.
• Opportunities to travel using an extensive route network.