Job Description

MAIN OBJECTIVE OF ROLE: To provide administrative and customer care support through accurate documentation, data management, coordination of customer inquiries, and assistance with day-to-day operation, ensuring smooth internal processes, timely responses to customer-related matters, and contributes to maintaining service quality standards. KEY RESPONSIBILITIES:

• Manages customer care documentation, correspondence, and filing systems.
• Supports the case-handling process by logging customer feedback, complaints, and service requests.
• Ensures timely follow-up on pending cases and escalate unresolved issues to supervisors/officers when required.
• Distributes updates and communications and handles correspondence, including emails, letters, internal memos and communication templates.
• Assists in organizing meetings, preparing agendas, and documenting minutes where required.
• Ensures that all records, reports, and communications comply with company policies and data protection regulations.
• Supports quality control by reviewing documentation and highlighting discrepancies.
• Provides support in training preparations, workshops, or awareness sessions for the team.
• Supports in organizing staff rosters, attendance records, and leave requests where required.
• Monitors service shortfalls impacting the passenger experience (e.g., IFE, seats, lavatories) and ensures accurate logging and timely reporting to the CRM team.

QUALIFICATIONS:

• High School Diploma
• Fluent in English (other languages an advantage)
• Minimum of 2 years' experience in the aviation industry or a customer service environment, with proven exposure to frontline or support functions. Practical, hands-on experience in administrative tasks, including documentation, data management, reporting, and coordination of departmental activities
• Advanced proficiency in Microsoft Office applications (Excel, Word, PowerPoint, Outlook)
• Years with qualifications: 2 - 4 years

COMPETENCIES:

• Customer Focus
• Teamwork
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience & Flexibility (Can do attitude)

ISR Requirements: Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.

Skills Required