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Taking ownership and handling customer’s enquiries across all touchpoints (emails / hotlines) within the established service standards. When applicable, use all available transactional and CRM system to understand customer’s concerns. Monitor and record all relevant information according to standard operating procedure (SOP) in the designed CRM and other relevant systems. Deliver an excellent level of customer service to ensure that daily and monthly KPIs are met or exceeded to contribute to department and company’s overall KPIs. Maintain high level and compliance towards policies, process and procedures. Assist and support assistant Manager in fulfilling operational tasks when required

Attend to passengers at arrival claims with mishandled and damaged baggage. Raise reports of mishandled and damaged bags, in according to the various airline requirements. Trace mishandled baggage and keep passengers informed of tracing status. Assist passengers with odd size bags. Answer hotlines call on baggage matters