Global Service Agent CHN

1 month ago

Shanghai, Shanghai, China United Airlines Full time
Job Summary

We are seeking a highly skilled and customer-focused Global Service Agent to join our team at United Airlines. As a Global Service Agent, you will be responsible for providing exceptional service to our Global Services members, United Polaris Business customers, and other high-yield and VIP customers.

Key Responsibilities
  • Provide personalized service to customers, ensuring their needs are met and exceeded.
  • Welcome and greet customers, providing additional services such as seat assignments, rebooking, and itinerary changes.
  • Escort customers to the United Club or gate, as requested or assigned.
  • Communicate with other Global Services team members and airport staff to resolve operational issues.
  • Monitor flights to ensure seat assignments, proper fares, and accurate cabin levels are in place for Global Services members and United Polaris Business customers.
  • Pull daily customer name lists and inbound/outbound connection lists to identify Global Services or key VIP/CIP requiring Meet and Assist.
  • Meet flights serving Global Services members and United Polaris Business customers who may incur flight delays due to operational or weather issues.
  • Greet Global Services members and VIP/CIP customers onboard, along with United Polaris Business customers.
  • Review connecting customer information using reporting tools and identify tight connections.
  • Ensure potential misconnected customers are transported to their connecting gate.
  • Perform tasks assigned by the Back Office Supervisor to assist with daily Global Services operations at the station.
  • Deliver policies and procedures provided by the Global Services Operations team.
Requirements
  • High School/Secondary School Diploma
  • Demonstrate the ability to collaborate in a positive manner with co-workers at various levels throughout the organization.
  • Strong inter-personal, written, and verbal communication skills.
  • Strong knowledge and understanding of the airline industry.
  • Strong knowledge of Airport Ops applications, including AERO, JET, SHARES, and ACI.
  • Proficient computer skills, including the ability to navigate the Web and use Microsoft Office applications.
  • Excellent problem-solving and conflict resolution skills.
  • Outstanding customer service, communications, and interpersonal abilities.
  • Minimum one (1) year experience as a Customer Service Representative at United.
  • Must be legally authorized to work in China for any employer without sponsorship.
  • Must be fluent in English (written and spoken).
  • Maintain professional appearance and Global Services uniform standards at all times.
  • Must be flexible to work any shift during a 24/7 work week, including nights, weekends, and holidays.

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