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This job is Admin/Operations Officer for Customer Experience at Malaysia Airports. You might like this job because it offers interaction with passengers, opportunities for service recovery, and the chance to work in a dynamic airport environment.
Undisclosed
Sepang, 10, MY, 64000, Kuala Lumpur
Job Description
Admin/Operations Officer - Customer Experience Management Customer Service (MA SEPANG)
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Date: 19 Dec 2024
Location: Sepang, 10, MY, 64000
Company: Malaysia Airports Holdings Berhad
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
External
- Diploma preferably in Hospitality/ Customer Service Management/Mass Comm or other related fields
Job Segment: Operations Manager, Service Manager, Administrative Assistant, Customer Service, Operations, Administrative
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Job Requirements
Company Benefits
Diversity and Inclusion
Embraces differences in social and cultural backgrounds, promoting an inclusive work environment.
Career Opportunities
Equal employment and promotion opportunities for all employees, fostering professional growth.
Customer Satisfaction Focus
High priority on customer service, encouraging continuous improvement to enhance passenger comfort and experience.
Additional Info
Company Activity
Last active - few hours ago
Experience Level
0 - 10 Years of Experience
Company Profile
Malaysia Airports
Malaysia Airports manages and operates 39 airports in Malaysia and one international airport in Istanbul, Turkey. The 39 airports in Malaysia comprise of 5 international, 16 domestic and 18 Short Take-Off and Landing Ports (STOL Ports). Malaysia Airports is the company that helps connect the country – bringing together remote, rural communities with the vibrant cities and providing the country’s premier gateway to the world beyond.
Malaysia Airports was corporatised in 1992 and listed on the Malaysian Stock Exchange (Bursa Malaysia) seven years later, becoming the first Asian airport operator to go public and only the sixth in the world to do so. It now employs some 11,000 people in Malaysia and around the world.
Our core business is the management, operation, maintenance and development of airports. The company draws its revenue from aeronautical operations – aircraft landing and parking fees, passenger service charges and other airline charges – and commercial activities from airport-related services such as duty free shops and other retail outlets, hotel operations, commercial leasing and car park management.
Over the past decades, Malaysia Airports has developed a business model that focuses not only on the airports portfolio, but also on optimising the commercial opportunities presented by the travel and aviation industry. As we move forward, our new goal is to develop the “Airport City” of the future – providing world-class aeronautical services while fully utilising surrounding land banks to develop malls, hotels and leisure facilities to ensure a joyful experiences not only for the contemporary traveller, but also for all Malaysia Airports’ clients and business partners.