Customer Service Manager

SATS Ltd.; Singapore; Hybrid; SGD 100,000 - 180,000; Full time

Job summary

SATS Ltd. is a leading aviation services provider based in Singapore, offering air cargo handling, ground handling, catering, and related services.

The company operates globally with a strong focus on customer service and operational excellence. The role oversees Passenger Services operations, leading staff, ensuring smooth flight handling, and addressing airline and passenger inquiries with a customer-first mindset.

Qualifications

• Proven experience in a managerial role within the aviation industry.
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving abilities with a customer-first mindset.
• Ability to remain calm and professional under pressure.
• Passionate in delivering exceptional level of guest service.
• Flexibility to work shifts, weekends, and public holidays.

Responsibilities

• Take charge of the various work areas in Passenger Services operations, overseeing flight handling for airlines.
• Maintain close liaison with Management on smooth operations.
• Attend to investigations and complaints raised by airlines and/or their passengers.
• Lead and motivate operational staff to carry out duties according to airline requirements.
• Monitor staff performance and briefing on new instructions.
• Carry out investigations relating to discrepancies, lapses and errors.
• Ensure staff compliance with company regulations and maintain discipline.
• Plan and monitor staff deployment to ensure smooth operations.
• Oversee special handling requirements (e.g. MAAS, VIP) to ensure smooth handling.
• Attend to passengers requiring special assistance.
• Meet KPIs such as SLAs, flight delays, complaints and compliments.
• Adhere to regulatory standards and airline agreements.

Skills

Leadership

Communication

Interpersonal skills

Problem solving

Customer focus

Job description

Headquartered in Singapore, SATS Ltd. is one of the world’s largest providers of air cargo handling services and Asia’s leading airline caterer. SATS Gateway Services provides airfreight and ground handling services including passenger services, ramp and baggage handling, aviation security services, aircraft cleaning and aviation laundry. SATS Food Solutions serves airlines and institutions, and operates central kitchens with large-scale food production and distribution capabilities for a wide range of cuisines.

SATS is present in the Asia-Pacific, the Americas, Europe, the Middle East and Africa, powering an interconnected world of trade, travel and taste. Following the acquisition of Worldwide Flight Services (WFS) in 2023, the combined SATS and WFS network operates over 225 stations in 27 countries. These cover trade routes responsible for more than 50% of global air cargo volume. SATS has been listed on the Singapore Exchange since May 2000. For more information, please visit www.sats.com.sg

Why Join Us

At SATS, people are our greatest asset and we build our success on the knowledge, expertise and performance of every contributor, by embracing diversity and uniqueness. As part of our holistic approach and commitment to embracing FAM (Fulfilling, Appreciated, Meaningful) in the workplace, we offer the runway to develop Fulfilling careers that foster your career growth, recognising and Appreciating the strength of talent and capabilities that we continue to build internally; and inspiring and encouraging each other to make Meaningful contributions in the work we do at SATS.

Key Responsibilities

Take charge of the various work areas in Passenger Services operations. Broad daily duties include (but not limited to) overseeing flight handling for airlines, ensuring close liaison withManagement on all matters pertaining to smooth operations, and attending to
investigations and complaints raised by airlines and/or their passengers.

• Leading and motivating operational staff to carry out their duties according to the requirementsof the airlines.
• Monitoring staff performance.
• Carrying out investigations relating to discrepancies, lapses and errors.
• Briefing all staff on new instructions and requirements.
• Ensuring that all staff complies with company regulations and maintain overall discipline.
• Planning and monitoring staff deployment to ensure smooth operations.
• Overseeing special handling requirements (e.g. MAAS, VIP, etc.) to ensure smooth handling.
• Attending to passengers who require special assistance.
• Complying with Personal Data Protection Commission’s regulations, ensuring that all flightrelated printouts, documents or forms containing passengers’ names and other information isnot made accessible to public which may result in leakage of passengers’ personal data.
• Meeting Key Performance Indicators (KPIs) as follows: Service Level Agreements (SLAs) with airlines, Flight delays, Complaints and compliments, Visa violations.
• Other standards as agreed with the airlines

Key Requirements

• Proven experience in a managerial role within the aviation industry
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving abilities with a customer-first mindset.
• Ability to remain calm and professional under pressure.
• Passionate in delivering exceptional level of guest service
• Flexibility to work shifts, weekends, and public holidays.