Job description:
Position TitleCustomer Service Officer CMB
Reports ToStation Head CMB
Role PurposeCSO is responsible and accountable to support and assist ASH to supervise and monitor the overall ground operations at respective station to ensure Malaysia Airlines operates in a safe, secured and in full compliance with all regulatory requirements, company policies, SOPs. CSO is also responsible to assist ASH and SH to ensure consistent service delivery in accordance to company’s set service standards and meet or exceed the company’s KPI related to On-Time Performance (OTP), Mishandled Baggage, Document Violation, Customer Satisfaction Index (CCSI) and financial targets. .
Key Accountability- To support SH for the airlines overall ground operations at the airport.
- To support SH to ensure airlines ground operations are in full compliance to all safety, security, regulatory requirement and all airlines’ policies, procedures, and operating manual.
- To undertake an oversight function on all outsourced functions performed by appointed GSP and vendors.
- To support SH to ensure delivery of all airline’s product and services at all ground customer touch points consistently meet and exceed the service quality target set
- To support SH for all other aspects of the airport operations such as Documentation, Record Keeping, Training, Manpower, GSP Performance, GSP Contract and SLA, Customer Service, Risk
- Management, Operations, Disruption, Crisis, Stakeholders Engagement and Communication, Financial, Reporting, and other relevant functions.
Qualifications & Working Experience- Degree or Diploma in any field, Must have at least 5 years of relevant work experience to carry out the functions and responsibilities of a CSO
- High School Certificate or equivalent with at least 1 year working experience in any relevant field or
Skill & Knowledge- Capabilities and skils in problem solving
- A team player with excellent interpersonal, communication and influence skills
- Calm and patience approach to irate passengers and to remain calm under pressure
- Ability to work under pressure
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Key Challenges - Unstatisfied and demanding passangers
- Ability to make prompt decision
- Cancellation and/or delayed flights
- Missed connection flights Accomodation and transport (delayed or the staff itself)
Profile description:
Key Accountability- To support SH for the airlines overall ground operations at the airport.
- To support SH to ensure airlines ground operations are in full compliance to all safety, security, regulatory requirement and all airlines’ policies, procedures, and operating manual.
- To undertake an oversight function on all outsourced functions performed by appointed GSP and vendors.
- To support SH to ensure delivery of all airline’s product and services at all ground customer touch points consistently meet and exceed the service quality target set
- To support SH for all other aspects of the airport operations such as Documentation, Record Keeping, Training, Manpower, GSP Performance, GSP Contract and SLA, Customer Service, Risk
- Management, Operations, Disruption, Crisis, Stakeholders Engagement and Communication, Financial, Reporting, and other relevant functions.
We offer:
We are a community of people dedicated to helping our customers fulfill not just their travel needs but their travel dreams.
We believe in hard work, and we believe in each other.
Bringing your best means you thrive in our fast-paced, entrepreneurial environment where everyone has the chance to practice leadership, create innovation and make a difference.
Giving you our best means we help you move beyond your potential and reward you along the way.
We offer competitive benefits and compensation commensurate to our industry and your experience.
We offer performance-based incentive programs bolstered by learning courses that cover technology refreshers to leadership development.
We offer generous travel benefits
We offer you the chance to help us build a new national icon so we become the pride of the people of Malaysia and the first choice of travelers around the globe.
With nearly 12,000 employees in 53 cities, we focus on safe, on-time and friendly travel. Malaysia Airlines offers you a world of opportunities to be your best.
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· Our Culture
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We are Professional - We are Progressive - We are Connected- We are Open - We build trust and understanding by being approachable and sharing information.
Please apply through the MAG careers page: https://career10.successfactors.com/sfcareer/jobreqcareer?jobId=20578&company=malaysiaaiP