Front Counter Customer Service
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Job Description
Key Accountabilities:
• Responsible for managing service level of all customer service aspects of the HIA Customer Contact Centre (CC) and Lost Property (LP) Office.
• Conduct complaint investigations followed by recommendations and/or implementation of improvement measures.
• Responsible for achieving all KPIs as outlined in the CC/LP KPI scorecard.
• Provide line manager with regular updates and reports on operational performance.
• Assist Customer Service Improvement team in developing recurrent training modules based on feedback.
• Coordinate process tests and refresher trainings with Customer Service Improvement team.
• Act as escalation point of contact with Terminal Operations team regarding all operational matters and ensure first call resolution, zero error and operational excellence.
• Responsible for implementing, monitoring and efficiently communicating existing and new policies within team to ensure compliance at all times.
• Perform other department duties related to his/her position as directed by the Head of the Department.
Qualifications
High School qualification /vocational qualification /Diploma or equivalent with minimum 4 years of relevant experience
Bachelors Degree or equivalent with minimum 3 years relevant experience
Employment Type
Full-time
