Customer Service Agent

Overview

Our business has evolved since we first began trading in Edinburgh in 1833. The movement of goods was a little different back then, but our people have always been at the heart of our business. Today, we deliver safe and efficient aviation services to every customer, every time.

You will be working on the FastTrack.aero product. FastTrack.aero and Executive Services sits under our Pearl Brand and provide an integrated range of premium travel solutions, combining lounges and Meet & Assist with Executive Aviation services for private jets, charters and aircraft diversions.

Role Purpose

Ensure the management, coordination, and tracking of global online assistance requests on the Fasttrack.aero platform, particularly those related to the Pearl Meet & Assist and Executive Aviation. Guarantee their efficient dispatching across the Group's various stations, their processing within defined deadlines, and compliance with service level agreements to deliver a seamless, responsive customer experience aligned with the Group's quality standards.

What you will be doing

Would you like to see more detail on the accountabilities of the role? Please see the attached job description for further information

Safety, Security, Wellbeing and Compliance:

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

Please see the attached job description for further details on safety, security, wellbeing & compliance.

What we are looking for

• Graduate/ Postgraduate or equivalent in Business Administration, Commerce, or related fields.
• Minimum 2 to 3 years of professional experience in a customer-facing role, ideally in Customer Service; experience in an international, multi-site environment is a strong advantage.
• Ability to understand explicit and implicit customer needs and continuously seek the best solutions.
• Ability to make prompt decisions, particularly in urgent or sensitive situations.
• Excellent communication skills with stakeholders at various levels, cultures, functions, and nationalities.
• Strong attention to detail, data accuracy, and request traceability.
• Ability to remain professional, calm, and solution-focused under high operational pressure.
• Cultural awareness, adaptability, and the ability to thrive in a multicultural and multi-site environment.
• Strict adherence to confidentiality and the specific requirements associated with VIP client management.
• Basic computer skills with the ability to quickly acquire practical knowledge of new technologies.
• Excellent command of spoken and written English.
• Strong Teamwork Skills.
• Ability to work unsupervised and take initiative in a high-pressure environment.
• Physically and mentally fit for the role.
• Previous experience as Customer Care Agent in Aviation Industry is an advantage.

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.

Application Instructions

Is this role ticking all the boxes for you? If so, please click apply now!