**Position Title**:
- Customer Service Officer CMB
**Reports To**:
- Station Head CMB
**Role Purpose**:
- CSO is responsible and accountable to support and assist 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, SOPs.
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**:
- To support SH for the airlines overall ground operations at the airport.
- To support SH to ensure 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 performed by appointed GSP and vendors.
- To support 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
- 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**:
- Degree or Diploma in any field, Must have at least 5 years of relevant work experience to carry out the functions and responsibilities of a CSO
- High School Certificate or equivalent with at least 1 year working experience in any relevant field or
**Skill & Knowledge**:
- Capabilities and skils in problem solving
- A team player with excellent interpersonal, communication and influence skills
- Calm and patience approach to irate passengers and to remain calm under pressure
- Ability to work under pressure
**.
**
**Key Challenges**:
- Unstatisfied and demanding passangers
- Ability to make prompt decision
- Cancellation and/or delayed flights
- Missed connection flights Accomodation and transport (delayed or the staff itself)