Customer Service Manager – Aviation

HEY ROCKET PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

HEY ROCKET PTE. LTD. in Singapore seeks an experienced customer service leader to oversee daily passenger service operations in the aviation sector. The role emphasizes leading frontline teams and ensuring a smooth, positive passenger experience.

You will coordinate with internal teams, manage staffing, handle inquiries, and coach staff to maintain high service standards. Aviation or airport service experience is a plus; candidates from hospitality, travel, F&B, and retail are welcome.

Qualifications

• Experience leading frontline customer service teams.
• Experience in passenger services is preferred.
• Willing to work shifts including weekends/public holidays.

Responsibilities

• Oversee daily customer service and passenger service operations
• Supervise, guide and support frontline staff to maintain service standards
• Handle customer and passenger enquiries, feedback and service issues professionally
• Coordinate with internal teams and relevant stakeholders to resolve operational matters
• Monitor staffing and resources to support smooth daily operations
• Manage unexpected situations and operational issues, ensuring appropriate follow-up
• Ensure company procedures, safety requirements and service standards are followed
• Coach and provide feedback to team members to support service quality and performance

Skills

Customer service leadership

Frontline team supervision

Operational management

Education

NITEC or equivalent in Hospitality/Business/Aviation

Job description

We are looking for an experienced customer service leader to oversee daily operations and ensure a smooth and positive experience for passengers.

This is a passenger services role within the aviation industry, and we welcome candidates from aviation, hospitality, travel, F&B, retail, and other customer-facing service environments who have experience leading frontline teams and managing daily operations.

Key Responsibilities

• Oversee daily customer service and passenger service operations
• Supervise, guide and support frontline staff to maintain service standards
• Handle customer and passenger enquiries, feedback and service issues professionally
• Coordinate with internal teams and relevant stakeholders to resolve operational matters
• Monitor staffing and resources to support smooth daily operations
• Manage unexpected situations and operational issues, ensuring appropriate follow-up
• Ensure company procedures, safety requirements and service standards are followed
• Coach and provide feedback to team members to support service quality and performance

Requirements

• Min NITEC or equivalent qualification in Hospitality, Business, Tourism, Aviation, or a related field is preferred
• Relevant experience in customer service, passenger services, hospitality, travel, F&B, retail, or similar service environments
• Experience in a supervisory, team leader, duty management or operations role
• Comfortable managing frontline teams and day-to-day operational matters
• Good communication and interpersonal skills
• Customer-oriented with the ability to handle service issues professionally
• Able to work shifts, including weekends and public holidays

Aviation or airport service experience will be an advantage.