Admin/operations Officer

4 weeks ago


Sepang, Malaysia Malaysia Airports Holdings Full time

**Date**:18 Jul 2023

**Location**: Sepang, 10, MY, 64000

**Company**:Malaysia Airports Holdings Berhad

**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

**Job Segment**:Service Manager, Operations Manager, Law, Administrative Assistant, Customer Service, Operations, Legal, Administrative



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