Job Description
As a Passenger Service Agent - “Red Coat”, you will be central in demonstrating Delta’s commitment to our customers by making their travel experience as smooth and pleasant as possible. At Delta, our brand is critical to our continued success. As a Red Coat, 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.
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.
The Passenger Service Agent - GRU, performs a variety of duties according to the functional work area assignment; however, under certain circumstances, may be required to perform all functions.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Subject to rotating work shifts and days off. The positions involve a variety of functions and employees are required to be familiar with all of the following work areas: Ticket counter, check in procedures, gate agent and baggage services, also includes operations and ramp procedures.
Ticket/Gates/Check-In: Handles all facets of work associated with ticketing and making reservations from passengers and those activities necessary to board and deplane passengers, including tagging and lifting passenger baggage to bag belt for delivery to ramp.
Baggage Service: Assists passenger in locating lost baggage or handling damages that may occur. Includes some clerical duties related to the reporting of baggage disposition and repair. Ramp and operations involve the supervision of loading and unloading baggage and cargo from aircraft cargo compartments, and supervision that all of Delta's safety & security procedures are followed.
Must be able to work under pressure with a focus on meeting time constraints. Must be able to work with all levels of management. Practice safety conscious behaviors in all operational processes and procedures.
Resolves issues for such customers regarding service failures or other complaints. Makes sound decisions with positive results. Demonstrates high level of customer focus, finding win-win solutions for these target customers and .
Job Requirements
High School diploma, GED or High School Equivalency
Embraces diverse people, thinking and styles
Consistently makes safety and security, of self and others, the priority
Be at least 18 years of age
Excellent verbal and written communication skills Strong listening skills and presentation skills
Ability to build strong rapport, establishes trust and credibility through a consultative approach, and balance assertive sales follow-up without being overly aggressive
A self-starter who can effectively work within a strong team culture. Time Management skills -- able to manage multiple priorities effectively
Solid technical / functional skills – e.g.: ticketing, reissues, re-accommodations
Strong customer service skills
Ability to learn and think on the fly
High tolerance for stressful situations
Sound judgment and ability to analyze problems
Ability to work well with all levels within the organization and across multiple divisions
High level of flexibility
Proficient in Portuguese, oral and written
Proficient in English, oral and written
This role is a fixed term role expected to start in December 2022 and end in March 2023, with the opportunity for extension
Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for U.S.-based job, if not currently employed by Delta Air Lines, Inc.
Demonstrates that privacy is a priority when handling personal data.
Embraces a diverse set of people, thinking and styles.
Consistently makes safety and security, of self and others, the priority.
Job Details
Company: Delta Air Lines
Employment Type: Full-time
Job Location: Rio de Janeiro, Brazil
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