Customer Service Manager - #1165359

• Sign-on bonus of $5,000

• Shift work is required for this position

  
  

Job Description

Take charge of the various work areas in Passenger Service operations. Broad daily duties include (but not limited to) overseeing flight handling for airlines, ensuring close liaison with Customer Experience Manager on all matters pertaining to smooth operations, and attending to investigations and complaints raised by airlines and/or their passengers.

• Account handling for airlines to ensure client satisfaction.

• Leading and motivating operational staff to carry out their duties according to the requirements of the airlines.

• Monitoring staff performance.

• Carrying out investigations relating to discrepancies, lapses and errors.

• Ensuring that all staff complies with company regulations and maintain overall discipline.

• Planning and monitoring staff deployment to ensure smooth operations.

• Overseeing special handling requirements to ensure smooth handling.

• Attending to passengers who require special assistance.

• Meeting Key Performance Indicators (KPIs) as follows: Service Level Agreements (SLAs) with airlines, Flight delays, Complaints and compliments, Visa violations, Other standards as agreed with the airlines.

• Any other duties as assigned in the course of work.

Requirements

• Able to commit on weekends and public holidays

• Minimum diploma in a relevant field.

• Proven experience in a managerial role within the aviation industry or upscale hospitality environment.

• Strong leadership, communication, and interpersonal skills.

• Excellent problem-solving abilities with a customer-first mindset.

• Ability to remain calm and professional under pressure.

• Passionate in delivering exceptional level of guest service.

• Proficiency in English; knowledge of additional languages is a plus.

• Computer literacy

About Us

SATS Seletar Aviation Services (SSAS), a subsidiary of SATS Ltd, specialising in providing ground handling services for Firefly as well as bespoke travel experience for passengers travelling on private jets or chartered business jets at the Seletar Business Aviation Centre (SBAC). We are committed to delivering a seamless and stress-free travel experience.

Why Join Us

As a Customer Service Manager, you play a vital role in creating a memorable experience for our passengers. You will be a part of a dynamic team, working in an exciting and exclusive environment. You can look forward to growth opportunities, attractive incentives, and valuable experience.