Customer Service Officer

Malaysia Aviation Group; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading aviation services company in Kuala Lumpur is seeking a Customer Service Officer to provide quality services to passengers during check-in and boarding. The ideal candidate will have strong communication skills in English and Bahasa Malaysia, alongside a minimum qualification of SPM, and the ability to manage customer service processes effectively. The role emphasizes punctuality and adherence to safety and service standards, ensuring a seamless travel experience for passengers.

Qualifications

• 0–1 year working experience is preferred.
• Must attend all regulatory and mandatory training as per AeroDarat Training Manual.

Responsibilities

• Provide excellent service at Check-in and customer service touch points.
• Perform departure and arrival processes at the gate.
• Ensure the counter is opened and manned according to standard procedures.
• Manage excess baggage collection and document violations.
• Maintain confidentiality of passenger information.
• Keep work area safe and clean.
• Display correct and updated information to the public.
• Comply with health, safety, and security regulations.
• Keep passengers informed during flight irregularities.

Skills

Good command of writing and spoken English

Good command of spoken Bahasa Malaysia

Knowledge in MS Office application

Education

SPM or SPMV

Job description

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 are 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