Senior Customer Service Officer, CMB

Job Title

Senior Customer Service Officer, CMB

Reports To

Station Head - Airport Services, CMB

Role Purpose

Senior CSO is responsible and accountable to support and assist ASH and SH 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. Senior 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

1. To support ASH and SH for the airlines overall ground operations at the airport.
2. To support ASH and SH to ensure airlines ground operations are in full compliance to all safety, security, regulatory requirement and all airlines' policies, procedures, and operating manual.
3. To undertake an oversight function on all outsourced functions performed by appointed GSP and vendors.
4. To support ASH and 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.
5. 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

1. Degree or Diploma in any related field with at least 3 years of relevant work experience to carry out the functions and responsibilities of a CSO.
2. High school certificate or equivalent with at least 5 year working experience in any relevant field.

Skills & Knowledge

1. Capabilities and skills in problem solving.
2. A team player with excellent interpersonal, communication and influence skills.
3. Calm and patience approach to irate passengers and to remain calm under pressure. A customer service oriented with passion towards customer service.
4. Ability to work under pressure and multitasking.

Key Challenges

1. Unsatisfied and demanding passengers.
2. Ability to make prompt decision.
3. Cancellation and/or delayed flights.
4. Missed connection flights Accommodation and transport (delayed or the staff itself).