Job Information
Jet Aviation Supervisor Customer Service in Zurich, Switzerland
Supervisor Customer Service
Location:
Zürich, Zurich, CH, 8058
Flexible Work Arrangement: Onsite
Job Category: Fixed Base Operations (FBO)
Career Level: Technicians / Crew
Requisition Id: 5651
Position Summary
This position is responsible for serving the customers’ needs and meeting the requirements of their aircraft in accordance with Jet Aviation policy and procedures.
Main Responsibilities
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
Minimum Requirements
General education degree required, aviation experience and background
Fluent in English mandatory, German desirable 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
Working knowledge of Microsoft Excel, Word, Power Point and web-based applications
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
Desired Characteristics
- Strong personal values corresponding with Jet Aviation values (Trust, Honesty, Alignment, Transparency)