18 days old

Lead Agent, Customer Services - Iceland KEF

American Airlines
Reykjavíkurborg, 101

Please make sure you have the legal right to work and live in Iceland prior to applying to this position. Please note that the possession of an U.S. passport does not qualify for a work permit.


Location: KEF-TRML 
Requisition ID: 36753 




Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

This is fixed-term position to support the station during the seasonal operation. The job is a member of the Keflavik Airport team within the International & Cargo Division. You will report to the Airport Services Manager (ASM) and provide front-line leadership and team building with contracted staff to ensure a safe and reliable operation providing outstanding customer service, while maintaining and exceeding the company’s goals within a defined cost structure.

You will be part of and a subject matter expert of the different areas of the airport operation, provide hands-on guidance to own and contracted staff to comply with company rules and regulations as well as meet and exceed operational targets.

What you'll do
  • Coordinate the overall operation and act as highest point of escalation on the day (in ASM absence)
  • Conduct ticketing/gate/check-in/lost &found /ops/ramp functions (as required at the station)
  • Lead and direct vendor activities, i.e. work with ASM to provide clear and coordinated leadership to a team of outsourced Airport Agents and ensure that vendor and contractor employees carry out their duties in accordance with contractual agreements
  • Ensure dependability and quality of company standards
  • Resolve customer issues
  • Interface with Crew/IOC when needed
  • Substitute ASM in his/her absence to provide a single point of leadership for the airport team, i.e. being contactable and responsible for the operation in the ASM’s absence, take full responsibility for provision of management reports, and liaise with vendor and airport and other local authorities
  • Ensure compliance with internal controls
  • Complete station administration duties and daily/monthly reports
  • Coordinate daily work schedule (ensuring appropriate shift coverage)
  • Ensure required training of station and contractor staff is completed and reported as required
All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • Strong working knowledge of the company’s reservations/customer service systems/Aim
  • Excellent communicator & effective listener
  • Strong interpersonal and organizational skills
  • Excellent knowledge of the company’s customer service policies, procedures and standards
  • Ability to adapt and take control in unforeseen circumstances such as OSO (off schedule operations) situations
  • Strong leadership skills
  • Strong administrative skills
  • Be dedicated and committed to the job and enjoy working with the public
  • Ability to motivate employees in working as a team
  • Ability to work under pressure and with minimum supervision
  • Adaptable to change, team player
  • Be reasonable, trustworthy and reliable
  • Be self-motivated and open to development
  • Have a willingness to work in a shift environment (including weekends/ bank holidays)
  • Be able to communicate in both written and spoken English
  • Be willing and able to travel
  • Thorough knowledge of airport audit procedures

Preferred skills:

  • Knowledge of the Icelandic language can be of advantage
Feel Free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.


Job Level: 42/non-management
Requisition ID: 36753 


Posted: 2020-01-31 Expires: 2020-03-01

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Lead Agent, Customer Services - Iceland KEF

American Airlines
Reykjavíkurborg, 101

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