Customer Support Specialist

About the Role

Gategourmet, a leading global provider of airline catering and provisioning services with a 95-year legacy, supports over 300 aviation carriers in 68 countries and serves more than 700 million passengers annually. We are seeking a dedicated Customer Support Specialist on a 9-month maternity leave contract based at our Mascot head office. This role is crucial in bridging communication and operations between Aviation Customers, Operations, and our Commercial teams, ensuring customer requirements are accurately implemented and service level agreements are met.

Key Responsibilities

• Ensure all audit flight documentation aligns with customer specifications.
• Monitor Customer Portals regularly to gather feedback, updates, and relevant information.
• Carry out meal audits to verify compliance with specifications and customer standards.
• Organize menu and site audits.
• Support and facilitate client visits.
• Manage customer feedback, propose corrective actions, and handle communications through Customer Portals and internal systems.
• Follow up proactively and respond to customers within agreed timelines.
• Provide operational support during flight audits, including aircraft visits.
• Implement operational changes related to service, food, and equipment to meet customer requirements at the unit level.
• Analyze customer feedback trends and report findings to senior management and operations teams to address operational issues.
• Prepare required reports as requested.

Qualifications and Skills

• Experience preferred in Aviation Inflight Catering, Manufacturing, or Supply Chain Logistics.
• Tertiary education or TAFE certificate IV / Associate Diploma is advantageous.
• Strong, versatile administrative and coordination skills to manage deadlines in dynamic environments.
• Excellent verbal and written communication abilities to liaise with internal teams and external customers at all levels.
• Proactive, detail-oriented with a sense of urgency and a strong work ethic.
• Intermediate proficiency in MS Office applications including Word and Excel, and experience with ERP systems.
• Possession of an ASIC card or ability to obtain airport security clearance for airside access.

Benefits and Work Environment

• Supportive leadership and opportunities for professional growth.
• Recognition and reward programs to appreciate employee contributions.
• Safety-first culture prioritizing employee well-being.
• Complimentary on-site parking available.