Customer Service Officer @ Malaysia Airlines Berhad

"I have been in the customer
service industry for the past 22
years. My most recent experience
has been handling delays due to
various reasons in the airlines
industry. One reason I particularly
enjoy this business, and the
challenges that go along with it, is
the opportunity to connect with
people. My real strength is my
attention to detail. I pride myself
on my reputation for following
through year with airlines service,
What am i'm looking now is opportunity
to change my career into
something different i'm very
committed with ever
thing that i'm doing. I'm required 1 month notice for resignation , please let me know if any opportunity

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Experiences

Qualified Airline Customer Service Officer with experience in various positions and a broad understanding of
the Airline industry.

Able to successfully manage in-person contact with frustrated, nervous or special needs travelers.
Committed to exemplary customer service and personal responsibility.
Exercised through understanding of airline boarding gate and safety procedures.
Exercised through understanding of Passenger
check-in procedures.
Experience and been positioning in most of section in ground handling such as counter dept, gate dept, transferdesk, hospitality unit, ntl coordinator, delay team, command center and foriegn carrier (foca), with wide knowledge in ground handling.
Counter : Responsible to checkin process complying with standart policy of airlines, assistant guest with information.
Pax Handling - gate : Responsible of the arrival and departure process and procedure, to handle gate management system, relocated guest and to made sure aircraft movement goes on time, and to raised report in case of delay.
Hospitality unit: handling emergency case , beside assist pre arrange meda case within and arrival and departure for domestic and international passenger.
Command Center: Controlling support movement through telex operation within all area notified/updated information instantly. Record and documented the movement
Delay team: Monitor all arrival and departure flights for delays. Expedite transfer of passengers with short minimum connecting time less than 60 minutes. Re-allocate passenger and their baggage that have missed connecting flights. Prepare necessary documentation for re-allocation and re-routing of passenger/baggage.

Co-ordinate with relevant sections/departments within Malaysia Airlines. Eg; baggage transfers unit, reservation and FMC. Co-ordinate with other carriers for booking confirmation. Provide first relief for delayed passenger (meals/communications) for delay duration exceeds 90 minutes from schedule time departure. Update passenger at 30 minutes interval about the status of the delayed flights at departure gate.

Arrange accommodation/transport for delays above six hours from schedule time departure. Deploy adequate staff at CIQ,baggage carousel and bus pick-up points. Provide any recovery assistance to reduce anxiety and inconvenience caused to passengers. Provide assistant to passengers who failed to clear immigration formalities and accommodate at airport airside hotel. Escort delayed passenger from gate to hotel. Arrange city tour if delay more than 24 hrs from schedule time departure on conditions more than 10 passengers affected.
Attend to all queries/specific requests from delayed passengers. Liaise with relevant government agency and MAB if passenger needs to leave airport. Assign staff to hotel during passengers stay at hotel. Ensure passengers check-out and are escorted back to the airport in time for flight departure. Shall provide adequate counters, staffing and supervision to recheck-in and prepare passenger for departure.

Sending delay reports/messages as per format within 03 hours of flight departure. Prepare delay costing.
Foca dept: foriegn carrier unit responsible to all others airlines which signed to malaysia ground handling to assist arrival and departured in KUL , working with their standart operation such as thai airways, garuda and emirates airline.
Recognition awarded "mhstar" by Malaysian Airlines in 2007

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Anil izwan Mohd Zainal

my resume

Customer Service Officer