POSITION GENERAL SUMMARY Providing efficient customer service to airport users around and beyond the traditional information counter services. ESSENTIAL POSITION FUNCTIONS
Providing customers with with information and assistance in courteous and pleasant manner.
Handle complaints and telephone calls in a profesional and tactful manner.
Assure all facilities at counter are serviceable I,e intercomm, telephone etc.
Report on faulty equipments to Duty Executive and record details in log book.
Provide accurate and up-to-date information to passangers and airport users.
Gather feedback from passangers via the interactive feedback management tool.
To be the first person to greet and welcome passangers at the Touchpoints.
Be mobile and actively handle service recovery & inquiries on directions and flight information.
Assist passangers on Lost & Found matters.
Assist in queue management at any touchpoints in the airport whenever deemd necessary.
Assist in various audits e.g. washrooms, terminal cleanliness.
Key Challenges
Meeting customer\'s expectation
Working in a fast-paced and tense situation.
Handle difficult customers tactfully and accept complaints in a professional manner.
Working Relationship
WHO FROM PURPOSE
Officer
Airlines
Assist customer on flight information etc
Officer
Agencies e.g. PDRM, Customs, Immigrations, Kementerian Kesihatan etc.
Assist customer on regulatory matters
Medical Personnel
Clinic
Life threatening emergencies
Officer
AOCC
Coordination and communication on operations
Duty Executive
Terminal Operations
Terminal Coordination
Dimension
Competencies
Collaboration Commercial Orientation Customer Centricity Develops and Empowers Driving Excellence
Skills
Possess excellent communication skills and must be fluent in English and BM with additional language as anadvatage e.g. Mandarin, Arabic, Tamil etc.
Fit and have good stamina
Passionate in the customer service industry
Able to work on shifst, rotational duty, weekends and Public Holidays
Computer literate
Patient, pleasant, friendly, charming and warm
Exudes a happy and joyful composition
Well-groomed and attractive
Adhere to the uniform with no qualms
Outspoken and able to approach strangers
Relevant Industries
Internal
Certificate/ STPM with 5 years relevent experience
SPM with 7 years relevant experience
External
At least 3 Principals
CGPA > 2.8
Education
Internal
Diploma/ Certificate preferably in Hospitality/ Customer Service Management/Mass Comm or other related fields
STPM
SPM with Credit in Bahasa Malaysia and Pass in English and Mathematics
External
Diploma preferably in Hospitality/ Customer Service Management/Mass Comm or other related fields