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.
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
- Must achieve and maintain the following performance rating for two (2) consecutive years of at least
- Exceptional / A or Outstanding / B; and
- Minimum Meet Expectations / C
- The employee must not be subjected to disciplinary punishments except for disciplinary counseling, caution, reminder & warning for the past 36 consecutive months immediately preceding the promotion
External
- Diploma preferably in Hospitality/ Customer Service Management/Mass Comm or other related fields
Additional Information
Open for Malaysian citizens only.
Please be reminded that only online applications will be entertained.
Applications should reach us by 14 September 2024.
Only the shortlisted will be notified.