Description
Marabu Airlines is seeking a dedicated Passenger Support Coordinator based in Tallinn, Estonia. This is a great opportunity to play a key role in ensuring the smooth and efficient handling of all passenger-related operations, contributing to a positive travel experience and supporting the airline’s commitment to service excellence.
Key Responsibilities:
As a Passenger Support Coordinator, you will be working in shifts to monitor the Marabu daily operation with regards to irregularities and, if necessary, initiate measures such as delays, diversions, and overbookings. You will ensure correct and empathic customer communication and provide welfare during irregularities while informing tour operators of any disruptions. Your responsibilities include initiating communication with business partners and customer support for all stations worldwide on issues like tickets, immigration, overbooking, and DCS system questions. You will be responsible for initiating and supervising proper customer handling procedures at the airport, organizing alternative transport options (train, bus, taxi, etc.), and managing follow-up measures such as rebooking. You will check special reservation cases such as MEDA, PETC, VIP, and coordinate unscheduled stopovers and special flights. Your role ensures safe, economic, customer-centric, and punctual operations. You will also perform administrative tasks including auditing, invoicing, reporting, and material management, assist in third-party operations (e.g. ACMI), resolve baggage irregularities by communicating with stakeholders and customers and using WorldTracer for baggage tracing, monitor and report ancillary revenue at airport stations, support projects aimed at improving the irregularity experience, and assist the crisis team with handling-related issues.
Requirements
The successful candidate must have secondary education, with higher education in tourism management or a similar field considered advantageous. Fluency in spoken and written English is required, and German language skills are a plus. The candidate should be proficient with MS Office and have previous experience in customer support, such as call centers or as a passenger handling/check-in agent at the airport. Experience with DCS – INK, World Tracer, and Passenger Handling Systems is preferred. An operations-focused and customer-oriented mindset, the ability to multitask, good problem-solving and quick operational thinking, excellent communication skills, and a solution-oriented approach are also essential.
Benefits and Perks
Marabu offers an inspiring and truly unique experience at the newest Estonian airline, along with a competitive compensation package. Employees receive an additional seven days of vacation per year, paid sick leave starting from Day 1, and access to development and career opportunities. The airline provides a flexible working environment and the chance to work with a dynamic and multicultural industry-leading team. Staff also enjoy a modern office located in Ülemiste, complemented by exciting office events.
