Customer Service Agent, Red Coat (HKG)

Job description

How you'll 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 Delta's 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.

Summaryof responsibilities (not comprehensive of all tasks)

• Provideoperational leadership and guidance for team members to drive operationalexcellence and customer experience.
• Effectivelycoordinate and monitor all aspects of the operation, including both aboveand below wing.
• Interact withcustomers both at check-in, throughout the airport and while boarding theirflights.
• Assist customersduring service recovery (e.g. customer engagement, rebooking needs).
• Resolve problemsand conflicts for customers, team members, and operational partners.
• Build andmaintain positive relationships with vendors and business partners andpeers.
• Successfullycomplete Functional Above Wing and Red Coat training classes.
• Practicesafety-conscious behaviors in all operational processes and procedures. What you need to succeed (minimum qualifications)
• Must be at least18 years of age and has authorization to live and work in Hong Kong at thetime of application.
• Must beproficient in English and Chinese. (Cantonese is essential, and Mandarinwill be an advantage.)
• Must be able toread, write, and comprehend detailed job instructions.
• Must have stronglistening and communication skills in order to identify customer needs andto provide directions appropriately.
• Ability to usedigital tools and systems required for daily work activities.
• Understands andadheres to airport security protocols and procedures to protect customers,staff and property
• Holds a strongunderstanding of the operation, industry and what it takes to becompetitive in the airport environment
• Ability tocollaborate with team members and peers to achieve organizational goals
• Supports teammembers in development and growth opportunities
• Ability tomaintain composure during shifting responsibilities, managing resources tomaintain operational excellence
• Use motivationskills to engage team members to achieve goal-directed behaviors
• Applies soundbusiness judgement and situational awareness to support operationaldecisions and customer interactions
• Must be fit tolift bags or items weighing between 50 and 70 pounds, walking longdistance and stand for a long period of time
• Must be able topass a pre-employment background check.
• Embraces adiverse people, thinking and styles.
• Consistentlyprioritizes safety and security, of self and others, and personal data.
• Ability to worka fixed and/or rotating schedule, including early morning, afternoon,evening, overtime and in weekend and public holidays when required.
• Willing totravel overseas for meetings and training, as well as supporting otherstations. What will give you a competitive edge (preferred qualifications)
• Minimum 3 yearsof airport customer service experience
• Workingknowledge of Delta computer systems, operational policies and procedures Benefits and Perks to Help You Keep Climbing Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans.

If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta’s online system, or at any point in the selection process. To request a reasonable accommodation, please click here