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Admin/Operations Officer - Customer Experience Management Customer Service (MA SEPANG)Job DescriptionPOSITION GENERAL SUMMARY
Providing efficient customer service to airport users around and beyond the traditional information counter services.
ESSENTIAL POSITION FUNCTIONS
Providing customers with information and assistance in a courteous and pleasant manner.
Handle complaints and telephone calls in a professional and tactful manner.
Assure all facilities at counter are serviceable (i.e., intercom, telephone, etc.).
Report on faulty equipment to Duty Executive and record details in the log book.
Provide accurate and up-to-date information to passengers and airport users.
Gather feedback from passengers via the interactive feedback management tool.
To be the first person to greet and welcome passengers at the Touchpoints.
Be mobile and actively handle service recovery & inquiries on directions and flight information.
Assist passengers on Lost & Found matters.
Assist in queue management at any touchpoints in the airport whenever deemed necessary.
Assist in various audits (e.g., washrooms, terminal cleanliness).
Meeting customer's expectations.
Working in a fast-paced and tense situation.
Handle difficult customers tactfully and accept complaints in a professional manner.
SkillsPossess excellent communication skills and must be fluent in English and BM with additional language as an advantage (e.g., Mandarin, Arabic, Tamil, etc.).
Fit and have good stamina.
Passionate in the customer service industry.
Able to work on shifts, rotational duty, weekends, and Public Holidays.
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 IndustriesInternal
Certificate/STPM with 5 years relevant experience.
SPM with 7 years relevant experience.
External
At least 3 Principals.
CGPA > 2.8.
EducationInternal
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.
Additional InformationOpen for Malaysian citizens only.
Please be reminded that only online applications will be entertained.
Applications should reach us no later than12 January 2025.
Only shortlisted candidates will be notified.#J-18808-Ljbffr