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Passenger Operations Coordinator

Marabu Airlines
Tallinn Harju County Estonia

Marabu Airlines is looking to expand their team. We are looking to grow our Customer Journey team and currently in search of a Passenger Operations Coordinator who would be responsible that our passenger related operations would run smoothly.

Main responsibilities

  • Working in shifts to monitor the Marabu daily operation with regards to irregularities and, if necessary, initiation of necessary measures such as delays, diversions, and overbookings
  • Ensure of correct and empathic customer communication and provision of welfare during irregularities
  • Informing tour operators of irregularities
  • Initiate communication with business partners and customers support for all stations worldwide, e.g. ticket issues, immigrations, overbooking, DCS system questions
  • Responsible to initiate and supervise proper procedures concerning customer handling at the airport
  • Organization of alternative transport (train, bus, taxi, etc.) and the resulting follow-up measures for passengers (e.g. rebooking, etc.)
  • Check of special reservation cases (MEDA, PETC, VIP etc.)
  • Coordination of unscheduled stopovers, special flights etc.
  • Ensuring safe, economic, customer-centric, and punctual operations
  • Performing administrative tasks such as auditing, invoicing, reporting and material management
  • Assistance and coordination for third-party operation (e.g. ACMI)
  • Resolution of baggage irregularities, involving communication with stakeholders and customers, initiation of email exchanges, and ensuring effective baggage tracing through WorldTracer..
  • Monitoring and reporting of ancillary revenue at airport stations
  • Supporting of projects to improve passenger irregularity experience and handling of irregularity cases
  • Supporting the crisis team in handling-relevant issues
  • Secondary education
  • Previous experience in customer support, e.g. call centers or passenger handling/ check-in agent at the airport
  • Proficient with MS Office
  • Experience with Passenger Handling Systems (e.g. DCS)
  • Have an operations focused and customer oriented mindset
  • Multitasking capability
  • Good problem-solving and quick, operational thinking
  • Excellent communication skills
  • Solution-oriented mindset
  • English language skills (fluent in spoken and written)

Beneficial skills:

  • Higher education in tourism management or similar field
  • Experience with DCS – INK, World Tracer
  • German language skills

✈ Inspiring and truly unique experience at the newest Estonian airline

✈ Competitive compensation package

✈ Additional 7 days of vacation per year

✈ Paid sick leave from Day 1

✈ Development and career opportunities

✈ Flexible working environment

✈ Opportunity to work with a dynamic and multicultural industry-leading team

✈ A modern office in Ülemiste, filled with exciting office events

See töö on suletud.