Passenger Support Coordinator

Marabu Airlines is seeking a dedicated Passenger Support Coordinator to ensure the seamless execution of all passenger-related operations.

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