Customer Service Rep.

Starting Salary: US$ 1,300.00 per month

Essential duties and responsibilities include but are not limited to: 

• Strong working knowledge of customer service principles and the Company's  service culture. 
• Maintain high level of safety standards as described in standard operating procedures (SOPs) as well as a high level of customer service standards and concentrated efforts on selling as described in training.
• Greet customers in a friendly, professional manner and maintain appropriate continuous assistance to customers necessary to ensure good customer relations. 
• Collaborate effectively with internal and external customers, coworkers, and management. Liaise with passengers, crew, service providers, and airport authorities. 
• Develop and maintain customer relationships. 
• Check in and register customers and determine their specific needs and ensure proper follow up. 
• Coordinate customer service order requests. 
• Track flights, including international repositions, and provide timely updates to flight crews 
• Assist with the setup of international flights, including obtaining necessary paperwork and approvals from International Flight Service Providers. 
• Create General Declarations (GenDecs) throughout the day and at the end of each shift before leaving. 
• Make reservations and arrangements, including hotel and car reservations. 
• Maintain excellent knowledge of the FBO's services, amenities, and local attractions to provide accurate and helpful information. Gathering passenger details, passport information, and flight itinerary prior to the flight's arrival. 
• Collect and verify necessary travel documents, including passports, visas, and supporting paperwork. Information needs to be shared in a timely manner with respective agencies. 
• Assist passengers with immigration forms, entry/exit procedures, and any other related documentation requirements. 
• Coordinate with Customs Authorities to ensure smooth processing for customers, as needed. 
• Stay updated on immigration policies and procedures, ensuring compliance and providing accurate information to customers. Agents should be able to access Immigration information regarding admissibility.
• Drive passengers and/or pilots to and from requested locations such as hotels, restaurants, the commercial airport, etc. 
• Occasionally drive on tarmac. 
• Maintain cleanliness of vehicles and is in safe operational condition. 
• Monitor and report any equipment malfunctions, or safety hazards to the Operations Manager, while also identifying necessary repairs, maintenance, and janitorial services for immediate notification. Any breach of physical Airport security must immediately be reported to Airport Security and the General Manager. 
• Deliver catering to aircraft. 
• Receiving and recording all credit card receipts, cash receipts and invoicing fuel tickets. 
• Contribute and participate in any customer appreciation and promotional events, such as birthdays or anniversaries. 
• Always keep work area neat in appearance. 
• Ensure a pleasant and clean work environment. 
• Maintain high levels of customer service at all channels of communication, including telephone, radio and in person.
•  Implementation of monthly tips sent by the marketing department. 
• Dispatch responsibilities – such as coordinating services between customers and Line Service personnel. 
• Periodically inspect and organize facilities and replenish amenities and beverages. 
• Initiating emergency response procedures when required. 
• Adhere to the uniform and grooming standards to always maintain a professional appearance. 
• Always Adhere to the 4 principles of the company at all times. 
• Report for each scheduled shift, in proper uniform and ready to begin working at the start of scheduled shift per Company guidelines. 
• All other duties as assigned.