Customer Service Lead

Jet Aviation, a leading providerof aviation services, seeks a dedicated Customer Service Lead to oversee passenger and crew support across our Singapore-based Fixed Base Operator (FBO) facilities. This pivotal role involves ensuring seamless travel experiences by acting as the primary liaison for all service-related communications, addressing inquiries, suggestions, and complaints with professionalism and efficiency. The successful candidate will drive customer satisfaction and uphold Jet Aviation's commitment to excellence in aviation hospitality.

About the Role

The Customer Service Lead will be responsible for managing the entire customer service lifecycle, from initial contact through resolution. This includes handling complex inquiries, escalating critical issues, and implementing feedback to enhance service delivery. The role requires strong leadership to mentor junior staff and foster a collaborative team environment focused on continuous improvement.

Key Responsibilities

• Serve as the primary point of contact for all passenger and crew service requests, inquiries, suggestions, and complaints.
• Resolve service issues promptly and effectively, ensuring customer satisfaction and adherence to company standards.
• Lead and mentor a team of customer service representatives, providing guidance and performance feedback.
• Analyze service data and feedback to identify trends and recommend process improvements.
• Collaborate with internal departments (e.g., operations, maintenance) to address service-related challenges.
• Maintain accurate records of customer interactions and service resolutions.

Requirements

• Proven experience in a customer service leadership role, preferably within the aviation or hospitality sector.
• Excellent communication and interpersonal skills, with the ability to manage diverse customer interactions professionally.
• Strong problem-solving abilities and a customer-centric approach to service delivery.
• Ability to work effectively under pressure in a fast-paced, dynamic environment.
• Knowledge of aviation industry standards and procedures is advantageous.
• Proficiency in relevant customer relationship management (CRM) systems.