Customer Service

Job Description Summary:

Acts as the direct customer service contact person to airline flight crews located within the airport and/or customer operations, ensuring correct catering services are provided, as per customer requirements and specifications according to flight schedules you received and adjusted assignment(s). Confirms to the flight crew and documents that the loading meets the specified requirement and location within the aircraft. Act as an ambassador to our customers - this is accomplished by following the regulations, processes, and procedures established by government, customers, and gategroup related to safety, food safety, quality, security, environment, and service delivery.

Responsibilities:

• Safety: Act safely for themselves and others in the work environment by being risk-aware, knowledgeable, and compliant with the procedures and regulations in place in the work environment (unit and RAMP). Report all hazards and incidents immediately for investigation. Participate and support SQUAD activities to continuously improve the safety management system.
• Food Safety: Be knowledgeable and compliant with food safety regulations and procedures related to service delivery, to ensure customers are risk-free of food safety hazards.
• Quality: Ensure that loading and unloading meet the specification related to the flight service, as per the assignments given. Provide the customer with the information related to the quality of the product delivered and location on board. Answer questions related to our service and resolved any emerging problem the aircraft crew faces with the delivery of our service as per their specifications.
• Security: Be knowledgeable and compliant with security regulations and procedures related to service delivery, to ensure the security of the airport environment and flight. Cooperate with security partners. Report all threats and incidents immediately for investigation.
• Environmental: Be knowledgeable and compliant with Foreign Object Debris (FOD), environmental spills / leaks, and international waste regulations and procedures, to ensure the protection of the ecosystem.
• Equipment & Devices: Ensure the care, cleanliness maintenance, and safeguarding of company equipment and devices. Follow company rules regarding the use, security, and maintenance. Complete pre-operational checks of vehicle to be used and document per policy.
• Operation / Delivery: Deliver service within the timings and schedule related to the catering delivery, as per the task(s) assigned by Order Control or reporting manager. Make the necessary adjustment of equipment/service to meet the latest customer change received by Order Control or reporting manager for the flight been served.
• Customer Service: Demonstrate service excellence to our customers and partners during the delivery, by demonstrating gategroup values: Excellence - Passion - Respect - Responsibility.
• Communication: Follow established communication protocols during service delivery. Inform reporting manager / Order Control of any operational issues that can affect the service delivery. Build relationships with ramp partners to ensure safe and timely delivery of service. Exchange customer information related to the delivery and relay information passed down by customer back to reporting manager / Order Control.
• Teamwork: Work and help others to ensure that service delivery is executed in a safe, secure, quality, and timely manner. Share knowledge and experience with other customer service representatives, drivers and catering members of the unit.
• Continuous improvement: Shares ideas that can improve the processes and procedures of service delivery.

Deliverables:

Completion and documentation of pre-operational vehicle checks; ensuring operational condition, cleanliness, and security of catering vehicle. Assumes responsibility for the driving of customer service vehicle. Follows process for deficiencies identified.

Before leaving the unit, confirmation to Order Control that your flights in the final assembly area at the unit have the right number of meals and equipment are loaded in accordance with the “driver check list” and latest update.

Approach the aircraft in compliance with the regulations (Safety / Security / Airport Authority), gategroup procedures, and customer standards.

Verify aircraft Found on Arrival (FOA) damage and report it to by Order Control or reporting manager before servicing the flight.

Documented confirmation that the Service of the flight was following the regulations (Safety / Food Safety / Security / Airport Authority), gategroup procedures, and customer standards.

Documented confirmation loading and unloading of aircraft was done in accordance with flight schedules, loading lists / labels, and stowage in the correct galley positions and health and safety / customer requirements.

Report to Order Control/reporting manager the satisfaction level of the airline crew serviced.

Completes and submits daily documentation according to safety / food safety / security / customer and gategroup requirements.

Liaises with the Order Control or reporting manager in the case of injuries, incidents, deviations in service delivery (e.g., missing items or equipment), any other irregular operations, or block ins/outs.

Communicate the status of servicing the flight(s) allocated by Order Control or reporting manager; leaving the unit, clear at the security check, in location to service flight, service completed, return to unit.

Maintain cleanliness of vehicle, docks, aircraft, and airfield to prevent Foreign Object Debris (FOD).

After using vehicle/equipment, leave it clean and report any defect. Report location to Order Control or reporting manager.

Qualifications:

• Strong interpersonal and communication skills
• Demonstrated working knowledge of kitchen and commissary procedures a plus
• Must be able to work flexible shifts as per customers requirement and collective bargaining agreement
• Able to handle multi-tasks
• Must be in possession of a valid driver’s license and clean drivers abstract.
• Must be able to obtain required security clearance (RAIC) and AVOP, current holders of RAIC and AVOP are preferred
• Able to exercise initiative and work independently.

The successful candidate is expected to be a leader in demonstrating behaviors consistent with Gate Group's Principles.