Admin/Operations Officer - Customer Experience Management Customer Service (MA

Admin/Operations Officer - Customer Experience Management Customer Service (MA)

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 log book.
• Provide accurate and up-to-date information to passengers and airport users.
• Gather feedback from passengers via the interactive feedback management tool.
• 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.

Company Overview

Malaysia Airports manages and operates 39 airports in Malaysia and one international airport in Istanbul, Turkey. The company helps connect the country – bringing together remote, rural communities with 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 on optimising the commercial opportunities presented by the travel and aviation industry. 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 joyful experiences not only for contemporary travellers but also for all Malaysia Airports’ clients and business partners.

We are looking for committed team players with diverse backgrounds to join our team and grow with us. We place great emphasis on our human capital to meet the challenges of the present and future environment.