Job Description

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

Malaysia Airports