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Customer Service Agent

4 giorni fa

Roma, Lazio, Italia Delta Air Lines A tempo pieno

How You'll Help Us Keep Climbing (Overview & Key Responsibilities)
As a Customer Service Agent, you will be central in demonstrating Delta's commitment to our customers by making their travel experience as smooth and pleasant as possible.

Summary Of Responsibilities

  • Handles all facets of work associated with ticketing and making reservations for passengers, as well as activities necessary to board and deplane passengers, including tagging and lifting passengers' baggage to a bag belt for delivery to the ramp.
  • Proactively greets customers, assesses their needs, explains Delta's available technology alternatives, and directs them appropriately.
  • Positively impacts customers' use of airport technology to ensure a better, faster, and friendlier airport experience for all customers.
  • Displays a positive image of Delta.
  • Keeps customers informed while ensuring high‑quality service delivery.
  • Efficiently coordinates with internal resources while working under pressure and time constraints to dispatch flights on time.
  • Performs a variety of duties according to the assigned functional work area; however, agents may be cross‑utilized and required to perform all functions. Specific functions, tasks, and departmental duties may vary or be added depending on the location and operational requirements.
  • Subject to rotating shifts and off‑days.
  • May require outside work.
  • Practices safety‑conscious behaviors in all operational processes and procedures.
  • Additional tasks may be required based on operational and business demands.

What You Need To Succeed (Minimum Qualifications)

  • Must have valid authorization to live and work in the EU at the time of application. Delta does not provide visa sponsorship for this role.
  • Fluent in English and Italian (written and oral).
  • Candidates must be eligible to live and work in Italy.
  • Demonstrates expertise in operations and strong customer service and teamwork skills.
  • Must be able to type a minimum of 30 wpm to effectively use the agent's computer systems.
  • Embraces diverse people, thinking, and styles.
  • Consistently prioritizes safety and security of self, others, and personal data.
  • Must have the flexibility to work in an operation with varying shifts, extended hours, and "on‑call" requirements.
  • Strong written and verbal communication skills.
  • Must be approachable and possess interpersonal skills that foster trust and respect.
  • Ready to manage conflict and resolve problems effectively.
  • Must be performing satisfactorily in current position.
  • Must be willing to support seasonal stations such as CTA (Catania, Sicily), OLB (Olbia, Sardinia), and NAP (Naples, Campania) during business needs, especially in busy seasons such as those in Naples and Catania, as requested by leadership.
  • High school diploma or equivalent.

What Will Give You a Competitive Edge (Preferred Qualifications)

  • Check‑in, gate, and general airport operations experience.
  • Knowledge of SNAPP, Delta Matic, and other relevant airport technology.
  • Three years of ACS experience in customer service.