As a Red Coat Customer Service Agent (CSA), you play a vital role in ensuring our customers experience smooth and enjoyable air travel while being the face of Delta Air Lines at Schiphol airport. As part of the ground crew, you’ll work in a dynamic team environment focused on delivering exceptional service. This role involves a wide range of responsibilities, including meeting arriving flights, overseeing departure gate operations, meet and assist VIP customers, and managing the overall turnaround of flights. Additional duties include monitoring the activities of business partners to ensure safety and security compliance, completing and forwarding statistics, reports, and compliance resolution responses. You’ll also maintain clear communication and coordination with leadership, peers, and stakeholders both inside and outside of the station.
How you'll help us Keep Climbing
- Serve as a key liaison with a variety of business partners and deliver world-class service to all our customers.
- Co-coordinate a SAFE, on time aircraft turn around process and uphold the Delta customer experience to its highest possible standards.
Key Responsibilities
- Practice safety-conscious behaviors, promotes a safety culture, perform station compliance checklists, and conduct audits to maintain operational integrity
- Coordinate with various business partners to ensure the efficient turnaround of aircraft
- Proactively drive operational performance and excellence, where a safe, clean, on-time operation with bags is prioritized
- Coordinate and monitor all aspects of the operation to handle disruptions as quickly and effectively as possible
- Cover GSC responsibilities, and ensure safety oversight (training provided)
- Acts as a CRO and drives improvement for our customers with disabilities (training provided)
- Oversee arrival and departure gate processes, ensuring organization, flow, and exceptional customer service
- Drives NPS scores and customer satisfaction improvements
- Greet customers proactively, assess their needs, explain Delta’s technology options, and direct them appropriately
- Keep customers informed and ensure efficient service delivery while displaying a positive image
