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Agent Integrated Customer Services

Date: Oct 20, 2019

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Please make sure you have the legal right to work and live in Germany (E.U.) prior to applying to this vacancy.


Location: Frankfurt Apt (FRA-TRML) 
Requisition ID: 24403 






Join us for a career with endless possibilities.


Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.


You don’t have to be an airline enthusiast to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each team member. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people.


What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.


Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job


The job is a member of the Frankfurt Airport team within the Asia, Canada, and Europe (ACE) Division. This position will be responsible to support the General Manager/Airport Services Manager and the Lead Agent/ISC in delivering a safe and first class airport experience to our customers. You will be expected to have an understanding of all areas of customer service and security and to work flexibly across all functions in both areas. On a day to day basis, you will report into and take instruction from the Lead Agent(s)/Airport Services Manager in customer service and security.


Specifically, you’ll do the following:


  • Provide a consistently high quality customer service and ensure a seamless experience at all contact points
  • Perform a range of airport related duties and is prepared to support the daily operation in any capacity required in the following areas: Check-in, Security, Gates, Transfer, Arrival, Baggage Services and ticketing (ATAC)
  • Perform all customer service and security functions where passenger contact is involved, i.e. check passengers’ documents and screen passengers at check-in and at the departure gate
  • Work closely with and take instructions from the Lead Agents responsible for the flight/work areas/shift
  • Conduct relevant administrative duties e.g. ATAC, pre-flight and post flight departure
  • Represent AA by adhering to the uniform standards and by adopting a customer focused approach at all times
  • Promote and sell AA services and products to our customers
  • Attend and complete all compulsory training by given deadlines
  • Adhere to and promote safe working practices all times
  • Carry out any other reasonable duties consistent with the post





Required Qualifications


  • Excellent interpersonal skills
  • Possess a solution orientated approach
  • Have the ability to resolve conflicts within time constraints and without losing control
  • Have the ability to handle stress effectively and work with minimum supervision
  • Possess a strong customer focus and enjoy face to face contact with customers
  • Be a representative of the company at all times
  • Be well groomed appearance & adhere to the uniform standards at all times
  • Be willing and able to work in a shift environment (including weekends, bank and public holidays)
  • Be reliable and punctual
  • Comply with all AA policies and procedures
  • Have the ability to communicate both written and verbally in English and in German
  • Be willing and able to successfully complete all relevant training


Preferred Qualifications


  • Computer knowledge including Microsoft Word, Excel and email
  • Working knowledge of SABRE or QIK SABRE would be an advantage
  • Prior customer services experience would be an advantage
  • Prior airport experience would be an advantage



Job Level: 42/non management

fixed-term part-time/4 hours per day
Requisition ID: 24403 



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