Job Title
Customer Service Officer
Report To
Duty Supervisor, Passenger services
Division
AeroDarat Services Sdn Bhd
Department
ADS - KUL Check In Counter Office
Role Purpose
- To perform/deliver a quality services to customer airlines’ passengers in respect to check-in, boarding, special and baggage services as per carrier and company’s standards and procedures.
Key Accountability
- To provide excellent and efficient service to our passengers at Check in and at other customer service touch points in accordance to company standard and procedures.
- To perform departure and arrival processes at gate / MLO in accordance with carrier and company standards and procedures.
- Punctual and ensure that the counter / gate lounge is opened and manned according to standard procedures.
- To collect / manage / coordinate / check / for excess baggage collection, number of mishandled baggage attributed to check-in counter, document violation, on time performance and single cabin baggage policy.
- To maintain and safeguard the confidentiality of all passenger’s information at all
times.
- Ensure your working area is safe from any hazards, clean and all system / equipment and functioning well before commencing your duties.
- Ensure that information displayed to the public are correct and updated - flight number, last minute gate change, aircraft swap, flight retiming, etc.
- To comply with all regulations and requirements with regards to health, safety and security set by the Company and relevant authorities while on duty.
- To keep passenger informed (announcement) during flight irregularities or coordinate communication effectively as per company standard and procedure.
Qualification & Work Experience
SPM or SPMV with 0-1 year working experience
Skill & Knowledge
- Good command of writing and spoken English and Bahasa Malaysia
- Required to attend all regulatory and mandatory training as per AeroDarat Training Manual (TGM)
- Knowledge in MS Office application and PC literate
