Executive, Standards
2 weeks ago
**Reports To**:
- Assistant Manager, Standards & Procedure, and Info Management
**Role Purpose**:
- Provide assistance and quick resolutions to queries and investigations on Standards and Procedures matters from Stations Systemwide and other departments for service consistency to consumers, as well as Tariff & Pricing related matters.
- Assisting with Policy and procedures reviews and new introductions in addition to updating and maintenance of Reservations & Ticketing Manuals for all Customer Touchpoints
**Key Accountability**:
- To take ownership by investigating and handling station queries on Reservations and Ticketing issues and to identify initiatives and process improvement to reduce cost.
- To identify new Reservation and Ticketing Policies and Procedures and to provide guidance to Reservations and Ticketing offices.
- To disseminate above by issuance of Reservations and Ticketing Notices to stations systemwide.
- To perform investigations and replies to complaints and queries from stations for service excellency
- Remain updated with Reservations and Ticketing policies to be able to monitor station performance and take corrective actions for smooth customer handling
- Taking on any ad hoc work that may be allocated, including Tariff & Pricing related matters
**Qualifications & Working Experience**:
- Diploma in Business Administration and Management or any relevant fields with 2 years of working experience in Airlines Reservations & Ticketing, or
- High school certificate (SPM/STPM) with 3 years of working experience in MH reservations & Ticketing
**Skills and Knowledge**:
- To be very familiar with the airlines Standards & Procedures and Tariff & Pricing related matters
- Must have excellent interpersonal skills and be able to deal with stations throughout the system.
- Good understanding of overall end to end processes
- Must possess excellent commercial, analytical and communication skills that are focused on results and work well under pressure.
**Skills and Knowledge**:
- To be able to conduct investigation and provide resolution within stipulated SLA
- Process engineering does not meet business demands which keep changing due
- technological advancement and customer needs
- To be constantly mindful of anti trust and privacy regulations
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