Supervisor Customer Service

The Supervisor Customer Service is responsible for serving the customers’ needs and meeting the requirements of their aircraft in accordance with Jet Aviation policy and procedures.
- Description/Tasks:
**General**
- Provide leadership and direction for world-class uncompromising service. Must be able to lead by example and set standards for all functional areas;
- Maintain regular interaction with customers to promote the FBO and to measure the level of customer satisfaction while using customer feedback to continually develop and improve upon capabilities and processes;
- Carry out responsibilities in accordance with Jet Aviation’s policies and all applicable laws and regulations;
- Encourage employee involvement and suggestions in the improvement and growth of the FBO, its people and its processes;
- Assist the FBO Manager in interviews and hire of new handling and ramp agents;
- Train employees; plan, assign, and direct work while ensuring appropriate staffing levels are maintained; address employee relation issues;
- Ensure employees receive company communications and necessary training to enhance safety, customer service standards, company values, etc. as well as ensuring training and development of employees to improve work performance and maximize employee potential;
- Participate in the Safety & Quality Management System and pro-actively contribute to and promote a positive safety culture throughout the staff, making sure their teams and colleagues adhere to our system;
- Supporting and adhering to the safety and quality policy;
- Identify and report potential hazards and near misses as well as occurrences as required by the reporting system;
- Conduct all work in accordance with Jet Aviation’s Policies, Manuals and Procedures;
- Complete any other tasks and duties as reasonably required by the FBO manager or as required by the job.

**Operational**
- Manages and coordinates a team of handling and ramp agents and is responsible for hands-on “day to day” management of the FBO operations;
- Promotes safety through daily observation, shift briefings, training and documented safety procedures, monthly safety meetings, and routine audits;
- Build a strong sense of teamwork and develops strong communication skills among team members;
- Motivate and encourage department employees to provide the highest customer service levels and to achieve organizational goals;
- Resolve customer requests and/or complaints, and reporting such information when appropriate;
- Record and report to the FBO manager incidents relating to safety in the workplace having taken immediate action and having made preliminary investigations;
- Enforce security and safety procedures in the FBO and on the ramp;
- During shifts where the supervisor is not assigned as shift leader he/she will carry out the tasks assigned to handling agents.
- Qualification/Experience:

- General education degree required, aviation experience and background;
- Good command of written and spoken French and English, other languages are a plus;
- Readiness to work under shifts (irregular hours);
- Strong interpersonal and communication skills to positively relate and communicate, must also be able to respond to common inquiries or complaints from employees, customers, regulatory agencies or members of the business community;
- Communicating with Management, Peers, or Subordinates, must be able to effectively present information to management, subordinates, public groups, and peers;
- Must possess the competencies of leadership, influence, operational decision making and customer orientation;
- Strong team player and resilient while working under pressure
- Jet Aviation AG
- Ms Océane Nicolau
- Human Resources