Customer Services Representative

Roles & Responsibilities

Job Responsibilities include but not limited to:

• Manage client relationships by building and maintaining a positive relationship with client contacts at all levels – incoming phone enquiries, emails and on-site interaction.
• Serve as a liaison with client representatives, providing attentive service to clients with a consultative approach and in a professional manner.
• Ensure follow-up and understanding on the part of clients, addressing queries and providing recommendations as they arise.
• Facilitate service delivery alongside the relevant teams – Operations, Ramp, Finance and internal systems.
• Ensure clients’ understanding of services offered, assisting to organize transportation, catering, hotels and ground handling services as required.
• Deliver high-quality client service consistent with the company’s operational standards and practices.
• Provide operational and administrative support for the company’s ongoing projects and any new projects as they arise.
• Ensure documentation, administrative work and all associated paperwork and reporting are completed in an accurate and prompt manner.
• Work effectively as part of a team, recognizing areas where support is required and offering assistance.
• Meet, greet and interact with crew and passengers at the aircraft or terminal. Assist and escort them through immigration, customs and security. When required, drive crew and passengers on the airside.

Job Requirements:

• Have obtained a diploma or degree in any field with at least 1 year of experience in a customer service position (e.g., cabin crew, front desk, hospitality, flight operations, etc.).
• Passionate about client experience – helping clients and providing excellent customer service.
• Excellent communication skills, both written and verbal, with an extroverted personality and the ability to communicate with clients from different cultures and nationalities on a daily basis.
• Strong analytical and problem-solving skills.
• Time-sensitive and enjoys working in a fast-paced environment.
• Highly organized, with an ability to handle pressure and prioritize effectively.
• Flexible with hours, as work requires early mornings, late evenings, and weekends/public holidays depending on scheduling.
• Class 3 driving license with a good record.
• Pleasant personality, well-groomed with excellent interpersonal skills.
• Knowledge of reading, writing and speaking in foreign languages will be an added advantage.