Customer Service Officer

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