Customer Service Agent (Flight Operations)

Responsibilities for this Position

Location: Singapore, SG, 797800
Flexible Work Arrangement: Onsite
Career Level: Executive
Requisition Id: 6054

Since 1967, Jet Aviation has been crafting flight in its smoothest form. From one hangar in Basel, Switzerland, to over 4,500 employees, and some 50 locations worldwide. Aircraft Management, Aircraft Sales, Charter, Completions, Government Services, FBO, Fixed and Rotary Wing Maintenance, and Staffing. Behind every seamless Jet Aviation experience, is a team of dedicated professionals perfecting the art of flight. The artisans of aviation. The craft that brings our customers' journey to life. In the hangar, on the ground, and behind the scenes. Enabling global flight, with passion.

Position Summary

Deliver Exceptional Experiences in Private Aviation

Are you passionate about customer service and thrive in a fast-paced, dynamic environment? Join our team as a Customer Service Agent and become the first point of contact for passengers, crew members, and visitors at our world-class Fixed Base Operation (FBO).
In this role, you will play a vital part in creating a seamless and memorable experience for our customers, ensuring every arrival and departure is handled with professionalism, warmth, and attention to detail. If you enjoy working with people, take pride in delivering outstanding service, and are looking for an exciting career within the aviation industry, we would love to hear from you.

Main Responsibilities

As a Customer Service Agent, you will:

• Deliver exceptional customer service to passengers, flight crews, and visitors, ensuring a welcoming and professional experience at all times.
• Act as the primary point of contact for customer enquiries, requests, feedback, and service coordination.
• Respond promptly and effectively to customer needs, resolving issues with professionalism and care.
• Provide information on available products and services while identifying opportunities to enhance the customer experience.
• Coordinate and manage handling requests, pre-flight and post-flight administrative activities, and other operational support functions.
• Assist flight crews and passengers with a wide range of service requirements to ensure smooth aircraft operations.
• Support and actively participate in the Safety & Quality Management System, contributing to a strong safety culture.
• Identify, report, and escalate potential hazards, incidents, near misses, and safety concerns in accordance with company procedures.
• Collaborate closely with internal teams to ensure operational excellence and customer satisfaction.

Minimum Requirements

To be successful in this role, you must possess:

• A valid Singapore Class 3 or Class 3A Driving Licence.
• Willingness and flexibility to work rotating shifts, including weekends, public holidays, and overnight shifts as required.
• A High School Diploma, GCE 'O' Levels, NITEC, Higher NITEC, Diploma, or equivalent qualification.
• Excellent communication and interpersonal skills with a customer-centric mindset.
• The ability to remain calm, professional, and effective in a fast-paced environment.
• Strong organisational skills with attention to detail.
• A positive attitude, strong initiative, and the ability to work independently as well as part of a team.

The following would be advantageous:

• Previous experience in aviation, hospitality, luxury service, customer service, or a related industry.
• Experience working in a customer-facing environment with high service expectations.
• Familiarity with airport or ground handling operations.

Desired Characteristics

We're seeking individuals who are:

• Passionate about delivering exceptional customer experiences.
• Professional, approachable, and service-oriented.
• Adaptable and able to perform effectively under pressure.
• Proactive, resourceful, and solutions-focused.
• Accountable, reliable, and committed to excellence
• Strong personal values corresponding with Jet Aviation values (Trust, Honesty, Alignment, Transparency)

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

The employee must be able to work in both a heavy maintenance environment and in upscale customer areas. The noise level in the work environment is usually moderate with occasional high volume when aircrafts arrive/depart. The employee is frequently exposed to vibration. Occasional fuel fumes may permeate the workplace. Employee must be willing and able to work in all types of weather conditions. The noise level in the work environment is usually loud. The Hangar environment may be extreme hot and cold during certain seasons of the year.

If you are interested in a multicultural, challenging and innovative working environment and your profile matches our requirements, we are looking forward to receiving your online application in English.

Equal Employment Opportunity has been, and will continue to be, a fundamental principle at Jet Aviation, where individuals are hired, employed, recognized, and advance based upon their individual skills and abilities and without regard to an individuals race, color, national origin, age, religion, physical or mental disability status, sex, gender, sexual orientation, gender identity or expression, transgender status, genetic information, marital status, pregnancy (including childbirth, lactation and related medical conditions), status as a protected veteran or any status or characteristic protected from employment discrimination under applicable federal, state and local laws (EEO status). This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, compensation, benefits, promotions, termination, layoff, recall, transfer, and opportunities for training and advancement.

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