Customer Service Representative

To apply: email your resume to Yuka McCauley at y.mccauley@fly-ana.com

Essential Duties and Responsibilities:

1. With the support from superior, perform as a lead in charge for all operations from the aspect of passenger services and ramp operations, at the airport and also off the airport, and maintain safe, timely, and optimal flight operations for ANA group schedule & charter flights, Governmental Charter flights. Scope of business field is described in AHM, OM and relevant manuals.
2. Assist Supervisors and Managers to organize and direct the various daily aircraft turnaround activities. With the support from superior, coordinate local operations with all appropriate agencies and organizations as needed. Supervise all staff are properly following company procedures, including security and safety measures.
3. Take initiative to search for more efficient methods for accomplishment of daily tasks. Keep up to date with and grow proficient with technology tools that have been introduced to increase productivity.
4. Maintain effective communication with OMC/OSC and related departments. With the support from superior, communicate any issues or problems to necessary parties on a timely basis and troubleshoot as necessary. Respond promptly to any and all passenger irregularities and/or complaints.
5. Prepare reports as necessary, including monthly statistical reports to be presented at Airport Staff meetings.
6. With the support from superior, catch up with the latest version of all related regulation and company manuals, and update station's procedures. Also, ensure up to date information / trainings have been communicated to handling companies.
7. Assist to maintain and improve Safety, On-time, Comfort, Food-safety, to achieve corporate targets. Actively support the management team to meet and exceed the fiscal year targets, carrying out the annual action plan.
8. Actively engage in irregular operation. Also assist to improve the preparedness of station's irregular operation. Keep up to date with effective procedures to manage irregular situations and minimize disruptions. Immediately respond to Irregular situations with appropriate communication channels.
9. Ensure contracting companies comply with all required guidelines. Oversee the performance of entrusted handling staff and report the issues to management team.
10. Review contracted expenses for accuracy and submitting for payment within specified deadlines
11. Cover for other Staff (including other stations, when requested by management).
12. Perform any other duties as directed by Supervisors and Managers.

SPECIFIC QUALIFICTIONS

1.     Experience

2 years of passenger service experience in airline industry is preferred

2.    Job Requirements 

·                Must be authorized to legally work in the U.S. (no VISA sponsorship)

·                Excellent interpersonal skills

·                Professional presentation and excellent customer service skills

·                Excellent English written and verbal communication skills

·                Japanese or other language skills are a plus

·                MUST be available to work morning (6:30 am~) and night (~2:30 am) shift

·                MUST be able to work on weekdays, weekends and holidays

·                Proficiency in MS Office

·                Understanding in diverse cultures

·                Must have a valid state driver’s license

·                Must pass pre-employment drug test and 10- year employment background check

Benefits:

• Company Holidays
• Sick Leaves, Vacation
• Health Insurance (Medical /Vision /Dental)
• Flexible Spending Accounts
• Employee Assistance Program
• Life Insurance / Voluntary Life Insurance (Optional)
• 401(k) Retirement Plan
• Travel Benefits (International and Japan Domestic Flight)
• Pre-Tax Mass Commuter Benefit
• Bereavement Leave
• Longevity Awards and Longevity Award Holiday
• Educational Assistance Program
• Retiree Benefits