Job Description

Date: 30-Jan-2023 Location: Kota Bharu, 03, MY, 16100 Company: Malaysia Airports Holdings Berhad

GENERAL SUMMARY

• Provide efficient and quality service to all customers and assist Duty Officer in ensuring that all airport activities are conducted smoothly and effectively.

ESSENTIAL POSITION

• Make a clear and precise announcement in Malay and English languages on flight departures; delays and other relevant flight information
• Provide customers with the latest and accurate information on Flight Information Display System (FIDS) and assist customers that required assistance
• Answer all calls within 3 rings; answer politely and professionally
• Perform duties at all designated counters such as PA Room; VIP Room; PABX Room and at all Information desks
• Ensure all facilities at the work place are serviceable and will report immediately to Supervisor on faulty equipment
• Record all ETA and ETD given by the Air Traffic Control Tower and liase with Aerobridge Operator pertaining to aircraft docking bay.
• Practice Standard People Practice (SPP) when attending customers
• Ensure the VVIP/VIP rooms are clean and well organized and that all facilities are serviceable.
• Handle difficult customers tactfully and accept complaints in a professional manner.

Key Challenges

• Manage complaints
• Able to respond quickly and efficiently to customer requests
• Able to deal with difficult situations with tact and diplomacy
• Handle requests for information and stay updated on the changes to flights.
• Dealing with lost property
• Information assistant should have excellent communication skills and know how to deal with people in a kind, polite, and patient manner.

Working Relationship

WHO

FROM

PURPOSE

• Duty Officer

• Operations, MASB

• Assist in any Operations issue and updating any information required

• Air Traffic Controller

• DCA

• To get info on ETA and ETD

• Aerobridge Operator

• Operations, MASB

• To get info on aircraft docking bay

Dimension

Competencies

Collaboration
Commercial Orientation
Customer Centricity
Develops and Empowers
Driving Excellence
Customer Relationship Management
Airport Operations Management
Record Management
Contract Management

Skills

• Able to work independently with minimum supervision
• Possess good communication and interpersonal skills
• Customer service oriented with pleasant personality
• Good in both written and spoken English and Bahasa Malaysia
• Must be computer literate

Relevant Industries

Internal

• Preferable with minimum 1 year relevant working experience

External

• Preferable with minimum 1 year relevant working experience

Education

Internal

• MCE / SPM or equivalent with Credit in Bahasa, Pass in English and Mathematics

External

• MCE / SPM or equivalent with Credit in Bahasa, Pass in English and Mathematics

Additional Information

Open for Malaysian citizens only.
Please be reminded that only online applications will be entertained.
Applications should reach us no later than 6 February 2023
Only shortlisted candidates will be notified.

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