Manager Customer Service

vor 6 Monaten

Basel, Schweiz Jet Aviation Vollzeit

Manage, define and direct the customer service with disciplinary authority for a team of 5 customer representatives in Basel.

**Main Responsibilities**:

- To manage and develop the customer service department and Flight OPS support for the operational requirements of JBSL Organization.
- first line customer experience - greet customers upon aircraft arrival, promoting a positive image of jet aviation as the first customer contact. organize all requested services and coordinate technical assistance, guide customers through the facility
- Proactively identify new and/or additional services, innovation and growth
- Proactive management of the customer and pilots’ lounge.
- Proactive management and coordination of the customer offices.
- Greet departing customers, confirm the aircraft is released from handling side
- Maintain the daily planning schedule for arrivals and departures
- Organize requested services for internal customers, support integrated teams, planning and production
- Take care of handling requests and distribute the information to the appropriate aircraft groups
- Direct link between the company and the border police, the airport and the external service providers
- Manage Customer events organization and develop constantly new ideas for events or locations.
- Various project work
- Increase customer satisfaction by understanding needs and responding quickly to them.
- Best practice sharing and continuous improvements with other sites
- Proactively seek for customer service improvements and customer satisfaction
- Adhere to the company standards of excellence for exceptional customer service, grooming and dress code.
- Build and keep up a good communication to all customer relevant units and the customer service team.
- Adhere to all EHS policy and procedures
- Report EHS hazards, incidents and injuries. Be familiar with emergency instructions
- Comply with the EHS rules (work instructions, personal protective equipment,..)

**Minimum Requirements**:

- Successfully completed apprenticeship in the field of hospitality, hotel management or equivalent aviation background
- Several years related experience
- Customer service and safety focused
- Excellent communications, customer service and people skills

**Desired Characteristics**:

- Results driven - able to execute with high personal accountability
- Strong initiative and self-direction
- Strong personal values corresponding with Jet Aviation values (Trust, Honesty, Alignment, Transparency)
- Effective interpersonal and communication skills
- Flexible - willingness to work occasionally during out of office hours
- Proactive and creative for new ideas and improvement

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