Since 1967, Jet Aviation has been crafting flight in its smoothest form. From one hangar in Basel, Switzerland, to over 4,500 employees, and some 50 locations worldwide. Aircraft Management, Aircraft Sales, Charter, Completions, Government Services, FBO, Fixed and Rotary Wing Maintenance, and Staffing. Behind every seamless Jet Aviation experience, is a team of dedicated professionals perfecting the art of flight. The artisans of aviation. The craft that brings our customers’ journey to life. In the hangar, on the ground, and behind the scenes. Enabling global flight, with passion.
Position Summary:
The Customer Service Trainer is responsible for identifying training needs and delivering programs that enhance service excellence across the Singapore FBO network. This role will also require you to provide assistance to passengers and crew throughout the different stages of travel through our Jet Aviation FBO’s. This role ensures compliance with aviation regulations, manages training records, and incorporates feedback for continuous improvement. Acting as a coach and role model, the Trainer fosters professional development, drives operational effectiveness, and provides support during peak periods as needed.
Main Responsibilities:
- Attend to handling requests, carry out pre-flight and post-flight administrative tasks and assist flight crews and customers with various service requirements
- Provide the best possible levels of service to our customers in a welcoming, friendly and respectful manner – make the customer feel at home
- Increase customer satisfaction by understanding their needs and by responding to inquiries and complaints promptly, fairly and efficiently
- Provide product and service information to customers and identify upselling opportunities to maintain and increase income streams from customer relationships
- Responsible for developing and implementing the on-the-job training framework and mentoring newly hired Customer Service Agents within the FBO.
- Identify training gaps and develop targeted onboarding and development programs that build role-specific expertise, incorporating customer feedback and operational requirements.
- Develop and present company manuals and training programs in line with global standards, ensuring compliance with local aviation regulations and consistent excellence in customer service, safety, and operations across the Singapore FBO network.
- Emphasize interpersonal skills, emotional intelligence, and conflict resolution to enhance customer interactions.
- Assess training effectiveness through feedback and performance data, continuously refining programs to drive operational excellence.
- Securely manage training records, documentation, and endorsements, while arranging and delivering required third-party approvals, licenses, and accreditations.
- Support internal and external audits, assessments, and inspections by providing updated and consolidated training reports and materials.
- Present monthly training reports to leadership teams.
Minimum Requirements:
- Bachelor’s degree or equivalent (preferably in Hospitality)
- Class 3 or 3A
- People enabler and motivator who fosters growth and high performance.
- Proactive, flexible, and focused on continuous improvement and teamwork.
- Promotes collaboration, values diversity, and supports transparent communication.
- Strategic thinker with strong planning skills and effective senior leadership communication.
- Resilient, emotionally intelligent, and encourages open, constructive dialogue.
- Excellent interpersonal and communication skills for diverse stakeholder engagement.
- Willingness to travel domestically and internationally for training delivery.
- Ability to work flexible hours, including weekends and public holidays, as part of a rotating roster or when business demands arise.
Desired Characteristics:
- Passionate for Customer Excellence.
- Patient and empathetic listener.
- Energetic and highly engaged.
- Clear and confident communicator.
- Flexible and adaptable.
- Deep subject expertise.
- Strong planner and organizer.
- Effective developer and motivator.
- Sharp observer and assessor.
- Professional with integrity.
- Results-focused and driven.
- Builds trust and teamwork.
- Committed to continuous learning.
If you are interested in a multicultural, challenging and innovative working environment and your profile matches our requirements, we are looking forward to receiving your online application in English.
