Sales & Customer Service Officer at LSG Sky Chefs Things Remembered Services FZE

Job Summary

• The Customer Service Officer plays a vital role in ensuring the delivery of exceptional service to airline clients and passengers by managing inquiries, addressing concerns, and coordinating with internal teams to meet client expectations.
• This position is essential in maintaining client satisfaction, ensuring smooth catering operations, and upholding the company’s service standards.

Job Duties and Responsibilities
Client Interaction and Communication:

• Act as the primary point of contact for airline clients regarding catering services, meal orders, and special requests.
• Manage client inquiries and provide timely, accurate information on catering services, menus, and any operational updates.
• Build and maintain strong relationships with airline representatives to enhance client satisfaction and loyalty.

Order Management:

• Coordinate meal orders, special requests, and dietary requirements, ensuring they are communicated clearly to the kitchen and logistics teams.
• Track and monitor the status of orders, ensuring timely delivery and adherence to airline specifications.
• Resolve any discrepancies or issues related to meal orders, working closely with internal departments to ensure swift resolution.

Quality Assurance:

• Conduct regular checks on meal presentations and packaging to ensure compliance with airline standards and quality requirements.
• Address any quality-related complaints from clients promptly, initiating corrective actions as needed.

Coordination with Operations:

• Liaise with production, logistics, and delivery teams to ensure smooth catering operations and timely service to aircraft.
• Coordinate last-minute changes or adjustments in meal orders and ensure that these are effectively communicated to the relevant teams.

Complaint Management:

• Handle complaints professionally, investigating issues thoroughly and providing appropriate resolutions to maintain client satisfaction.
• Document all complaints and feedback, identifying patterns or recurring issues and suggesting improvements to prevent future occurrences.

Reporting and Documentation:

• Maintain detailed records of client interactions, orders, complaints, and resolutions.
• Provide regular reports to the Customer Service Manager on client satisfaction metrics and highlight areas for service enhancement.

Compliance and Safety:

• Ensure all customer service activities adhere to aviation catering regulations, safety standards, and company policies.
• Keep updated on industry standards and regulations related to aviation catering and customer service.

Qualifications and Skills

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 3 years of experience in customer service, preferably in the aviation or catering industry.
• Excellent communication and interpersonal skills with a client-focused approach.
• Strong problem-solving abilities and the capacity to handle challenging situations with diplomacy.
• Proficiency in MS Office and customer service software; knowledge of catering management systems is a plus.
• Ability to work in a fast-paced environment and manage multiple tasks effectively.
• Attention to detail and strong organizational skills.

Key Performance Indicators (KPIs):

• Client satisfaction and feedback ratings.
• Timeliness and accuracy of meal orders and special requests.
• Response and resolution time for complaints and issues.
• Compliance with quality standards and regulations.