We’re looking for motivated, engaged people to help make everyone’s journeys better.
The Customer Support Specialist is a pivotal operational role that acts as the bridge between our Customers, Operational and Commercial teams ensuring that customer specifications are operationalised and meet service level agreements.
The Customer Support Specialist is responsible for the management of information and data into the relevant Customer & Internal systems and ensures the information is converted into actionable outcomes by liaising, leading and having a strong presence on the production floor.
You will focus on:
- Audit flight documentation to ensure compliance to customer requirements.
- Regularly review Customer Portals for customer feedback, changes, and information.
- Conduct meal audits to ensure compliance to specification and customer expectations
- Coordinate and support customer feedback, provide corrective actions and manage replies to customers when required (via Customer Portals and via internal systems). Proactive follow up and respond to customers in agreed timeframe.
- Operations support flight audit and attend aircraft.
- Support operational (e.g. service, food and equipment) changes for Customers are actioned and implemented in accordance to requirements within the Unit.
- Provide trend analysis to senior management and the operations on targeting customer feedback on operational issues.
- Compilation of reports as required.
You will also:
- Coordinate menu and site audits.
- Assist to host client visits.
About You
- Strong, multi-disciplined administration and co-ordination experience within a complex, deadline orientated, fast moving operational flexible environment.
- A hands-on operational background, preferably in aviation/inflight catering, manufacturing or logistics environment.
- Strong verbal and written skills to effectively communicate across all levels of our business and customers.
- A “can-do” attitude with a strong work ethic, attention to detail and a sense of urgency.
- Intermediate level experience MS Office applications, (WORD, EXCEL etc) and ERP systems.
- TAFE Certificate 4/Associate Diploma or other qualification are preferred
If you want to be part of a team that helps make travel and culinary memories, join us!
What We Do
gategroup is the global leader in airline catering, retail-on-board and hospitality products and services. gategroup provides passengers with superior culinary and retail experiences, leveraging innovation and advanced technology solutions. Headquartered in Zurich, Switzerland, gategroup delivers operational excellence through the most extensive catering network in the aviation industry, serving passengers from over 200 operating units in over 60 countries/territories across all continents
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