Job Description

POSITION GENERAL SUMMARY

• To lead and develop CEM Customer Service Team within its sector in delivering excellent customer service to passengers and stakeholders. 

ESSENTIAL POSITION FUNCTIONS

• Assist Duty Executive in managing overall Customer Service operations in the terminal.
• Perform administration tasks related to respective sectors in terms of reports, leave, and attendance.
• Supervise officers, buggy drivers and other subordinates carrying out their duties at respective sectors.
• Main liaison with Duty Executive, AOCC and other relevant parties at the respective sectors.
• Be responsible for deciding how to approach tasks such as manpower allocation according to peak time and staff break time within the sector.
• Oversee all facilities, supplies and equipment under CEM at the respective sectors.
• Oversee  overall buggy operations within their respective sectors in the terminals.
• Oversee the overall queue and crowd management within CEM responsibilities 
• Attend to passengers’ enquires on way findings, airport facilities, and other passengers’ issues.
• Handle, resolve or escalate (accordingly) passengers’ / stakeholders’ on-site complaints and issues
• Handle and/or assist incidents, accidents, emergency situations, and fallback procedures.
• Escort VVIP/VIP movement if required
• Perform other duties assigned and instructed by Superiors    

Key Challenges

• To lead and manage the CEM Customer Service Team within its sector.
• To ensure the visibility and effectiveness of CEM Customer Servicer Team at touchpoints.
• To ensure passengers receive excellent customer service when dealing with CEM Customer Service Team.
• To ensure all issues escalated by staff, passengers and stakeholders within its sector are professionally resolved.

Skills

• Excellent communication skills and must be fluent in English and BM.
• Confident and Decisive. 
• Possess a pleasant and professional attitude.
• Proper grooming and professional appearance. 
• Able to lead the team  and an excellent team player.
• Able to execute initiatives under minimum supervision.
• Ability to work under pressure e.g. complaint handling, emergency situations.
• Able to work in shifts.
• Additional language is encouraged - mandarin, arabic, tamil, etc.
• Computer literate.     

Relevant Industries

External        

• Diploma preferably in Customer Experience Management/ Hospitality or other related fields. 
• Diploma CGPA of ≥ 2.8

Unique Requirement

• Fit and Slim

Education

• Diploma preferably in Customer Experience Management/ Hospitality or other related fields.         

Additional Information

Open for Malaysian citizens only.
Please be reminded that only online applications will be entertained.
Applications should reach us by 26 December 2024.
Only the shortlisted will be notified.