Jobs 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.

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Job Description

• The job incumbent provides loading and off-loading services including loading and unloading of dishes, equipment and other related items to ensure that the items arrive at the right time at the customer’s location in accordance to Company standards and airline’s specifications.

Job Duties and Responsibilities
Distribution:

• Return soiled carts, dishes, items to dishwashing section.
• Load and unload goods and airline equipment to and from the company and aircraft according to the company requirements.
• Tidy up work areas.
• Keep all required records of loading and offloading.
• Monitor excesses or shortages and report to base for necessary action.
• Perform all ad hoc duties assigned by superiors.

Customer Service:

• Greet and provide a high level of customer service to airline, airport staff, regulatory staff, and fellow employees.
• Effectively manage all complaints and ensure that processes are put in place to prevent future recurrences.

Compliance:

• Maintain a safe and healthy work environment by following standards and procedures, complying with legal codes and regulations.
• Adhere to all company safety principles and guidelines.
• Always maintain confidentiality of the company’s business affairs.
• Ensure punctuality.
• Keep good personal cleanliness and hygiene.
• Adhere to all staff and company policies.
• Actively participate in training related to role.

Communication:

• Ensure good work relationship with airline and airport staff, and regulatory staff.
• Communicate courteously and effectively with airline staff, airport staff and regulatory staff.
• Establish and maintain effective inter-departmental working relationships.
• Attend all required meetings when and where required.
• Provide accurate and timely information when and where required.
• Communicate courteously.

Key Performance Indicators (KPI)

• Reduced overtime worked against plan.
• Schedule compliance
• Minimal breakages or wastages
• Meet airlines’ delivery expectations 100%
• Personal cleanliness and Hygiene
• Positive feedback and good interactions with employees and guests
• Prompt and accurate reports on all accidents and related incidents
• Punctuality at work and attendance of all required meetings
• Adherence to all staff and company policies
• Effective communication with employees and visitors
• Maintains confidentiality of all company and employee information.

Skills & Competence Required

• Minimum of primary education; should be able to read and write.
• Less than 3 years relevant work experience preferably in a similar role.
• Experience in inflight airline catering is desirable.
• Must be able to communicate effectively and have good customer service orientation.
• Have a good understanding of intercultural differences and be able to manage such sensitivities with maturity.
• Must be able to speak English.
• Intercultural sensitivity.
• Fluent English
• Effective communication
• Good interpersonal skills
• Customer focus and delivering expectations.
• Attention to detail.
• High Energy
• Multi-tasking
• Teamwork orientation
• Task focus and methodological work approach
• Compliance.

go to method of application »

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.