Customer Services Associate

Malta International Airport plc is looking for dynamic individuals who are passionate about working with people within an Airport environment, and are willing to continuously learn, develop, and be part of a high-performance culture. This vacancy has arisen within the Customer Services Department on a full-time basis.

Purpose of Position:

Responsible for overseeing the operations of the airport’s Main and VIP terminal building, providing direct support to the CS team on duty whilst monitoring the guest experience and passenger journey.

 The successful candidate will be responsible for:

• Overseeing the terminal operations and passenger journey, liaising with the CS Senior Officer on duty and/or Junior Manager as needed.
• Providing direct support to the CS Senior Officer on duty in managing the day-to-day operations of the airport terminal building.
• Ensuring that resources are being deployed efficiently across all shifts in order to address operational requirements which meets and exceeds guest expectations.
• Carrying out service audits on the standards, policies, processes, and procedures.
• Looking for the best ways to automate, customise, innovate, optimise, and simplify business processes and activity flows in support of the Company's vision to provide guests with the best airport experience.
• Carrying out performance reviews with each staff member, assisting in identifying ways of maximising performance on an individual and team level.

Requirements

The ideal candidate should:

• Have strong client-facing, interpersonal and communication skills.
• Have working experience in a customer-centric environment, such as hospitality.
• Be self-motivated, and able to use initiative and innovate.
• Have ability to work well under pressure.
• Be proficient in English and one other language.
• Have basic knowledge of management methods.
• Have attention to detail.
• Have strong report-writing and presentation skills.
• Be a confident user of Microsoft Office suite.
• Have a diploma or bachelor’s degree level of education which will be considered an asset.
• Have experience in a leadership role.

 The candidate needs to be willing to carry out some duties during non-office hours when necessary, including on Public Holidays, nights, or weekends.