Customer Services Officer, Lhr
2 days ago
**Job Title**:
- Customer Services Officer, LHR
**Reports To**:
- Station Head, LHR
**Role Purpose**:
- CSO is responsible and accountable to support and assist SCSO and ASH 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 and SOPs. CSO is also responsible to assist SCSO and SH to ensure consistent service delivery in accordance to company’s set service standards and meet or exceed the company’s KPIs related to On-Time Performance (OTP), Mishandle Baggage (MHB), Document Violation, Customer Satisfaction Index (CSI) and financial targets.
**Key Accountability**:
- To support SH for the airlines overall ground operations at the airport.
- To support SH to ensure the airlines ground operations are in full compliance to all safety, security, regulatory requirement and all airlines policies, procedures and operating manual.
- To undertake an oversight function on all outsourced functions perform by appointed GSP and vendors.
- To support SH to ensure delivery of all airlines product and services at all ground customer touch points consistently meet and exceed the service quality target set.
- 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.
- CSO shall directly report, administratively and functionally, to SCSO and Station Head, LHR
**Qualification & Experience**:
- Degree or Diploma in any field or
- High School Certificate or equivalent with at least 1 years of working experience in any relevant field or
- Must have at least 5 years of relevant working experience and exhibit sufficient knowledge, experience and capability to carry out the functions and responsibility of a CSO.
**Skills & Knowledge**:
- Strong analytical skills, business acumen and problem-solving capabilities
- A team player with excellent interpersonal, communication and influencing skills
- Calm and patience approach to irate passengers and to remain calm under pressure
- Ability to work under pressure on last minute reservations & ticketing issues
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