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I Am Raziel Saycon

Customer Service, Dubai, I Am Jet, Middle East

A seamless, authentic, safe, and memorable experience is what Raziel offers Jet Aviation’s customers at our Dubai DWC FBO on a daily basis. As a Customer Service Representative, empathy is one of the most important skills, she says, to have meaningful interactions and to exceed our customers’ expectations. Add being proactive, responsive, and patient to the mix, and you have Raziel’s recipe for success.

Watch the video or read the interview below to find out more about Raziel.

“To describe the company, I would say authentic, progressive, motivating. I enjoy working for Jet Aviation simply because I enjoy my work. I love what I do.”

Raziel, please briefly describe your role for us.

As one of the customer service representatives in the FBO team and being the touchpoint of our customers, we ensure to provide an experience that exceeds the expectations of our customers.  Their safety, seamless, authentic, and memorable experience are our top priorities.  From their arrival to their departure, we ensure that we have prepared and anticipated their requirement from their transportation, formalities with immigration and customs clearance, baggage handling, and more.

We want to keep our first and last impression memorable. Like this one time when we found out from the advance crew manifest that one of the captains was celebrating his birthday on their departure flight. We surprised him with a birthday cake and a card, and he was very touched by our gesture.


What does a typical day for you look like?

A typical day for me usually starts with the handover from the previous shift, followed by a briefing to maintain a seamless flow of service, and with an update of our partners at immigration, police, and customs.

We then go through our checklists to ensure that all equipment and vehicles are checked, lounges are refilled with snacks, and everything is orderly and clean. Once everything’s set, it’s all about ensuring smooth arrivals and departures and giving our customers a memorable time.


What do you enjoy most about your job?

I enjoy my role because I enjoy meeting people from all over the world. Hearing their stories and travel tales makes my day. It feels like I am traveling without leaving my desk, and when they leave with a big smile, it feels like a win, making my job more meaningful.


What are some of the challenges you face in your role?

We encounter customers who speak different languages, and that’s when communicating can be challenging. I try to read between the lines by understanding their gesture and facial expressions, and usually we find a way to communicate and to understand each other. And then there’s occasionally an unhappy or unfriendly customer. Remaining calm and professional in such a situation can be a real challenge.


If you would have to pick one word to describe how you approach your role, which one would it be?

One word I would use to describe how I approach my role, in all situations, is empathy. To have the ability of putting yourself in our customers’ shoes always provides good guidance, even in tricky situations.


Please tell us a little bit about yourself outside of work.

I live pretty humbly. On my days off, I like to spend time with friends, and sometimes I cook for them at home. I love to cook and experiment with different cuisines. Outdoor exercises and visiting amazing places around Dubai is also something I enjoy doing. I also like to spend time alone in my garden to tend to my plants and to ensure I am well rested before the work week begins. That is very important.


If you could describe working at Jet Aviation in three words, what would they be?

To describe the company, I would say authentic, progressive, motivating. I enjoy working for Jet Aviation simply because I enjoy my work. I love what I do.


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