Customer Services Agent

Job Title: Customer Services Agent (Lounge)
- Job Location: Passenger Terminals

**About Us**:
SATS is Asia's leading provider of food solutions and gateway services. Using innovative food technologies and resilient supply chains, we create tasty, quality food in sustainable ways for airlines, foodservice chains, retailers and institutions. With heartfelt service and advanced technology, we connect people, businesses and communities seamlessly through our comprehensive gateway services for customers such as airlines, cruise lines, freight forwarders, postal services and eCommerce companies.
- Job Description:
**About Us**:
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.

**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**:
As a Customer Service Agent in the Lounge, you will play a key role in delivering an exceptional guest experience by providing high-quality food and beverage service in a refined lounge setting. You will be responsible for ensuring smooth service flow, upholding hygiene and service standards, and maintaining a high level of customer satisfaction throughout the guest journey.

**Menu Appreciation**:

- Be well-versed in the lounge’s food and beverage offerings, with emphasis on the _Singapore Hawker Fair _menu.
- Understand and communicate information on allergens and dietary restrictions to guests accurately.

**Mis-en-place**:

- Prepare and polish glassware, silverware, and crockery to ensure readiness for service.
- Set up service stations, dining tables, and event carts according to established standards.

**Sequence of Service**:

- Greet and escort guests using appropriate service verbatims.
- Take guest orders, serve, and present dishes professionally and promptly.
- Maintain cleanliness and service flow between courses.
- Clear and reset tables efficiently.
- Assist with runner duties when required.

**Lounge Operations & System Use**:

- Accurately enter orders into the lounge system.
- Complete daily reports, shift handovers, and assist with inventory checks.
- Uphold safety, housekeeping, and hygiene standards at all times.

**Guest Experience & Support**:

- Handle special requests, service recovery for delays or disruptions, and manage unique passenger needs with discretion.
- Ensure all guest feedback or incidents are reported and followed up in a timely manner.
- Comply with PDPA (Personal Data Protection Act) and APD (Airport Pass Directive) protocols during all interactions.

**Key Requirements**:

- Able to commit to a 6 day work week on rotating shifts (24/7), including weekends and Public Holidays.
- Good command of English, both written and spoken.
- Neat and well-groomed appearance with a professional demeanor.
- Team-oriented with a strong service mindset.
- Excellent interpersonal and communication skills.
- Prior experience in food and beverage or hospitality will be an advantage.