Full Time Customer Services Representative

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:

To provide assistance and be of service to all MIA customers, ensuring that the needs and requirements are met in a professional, diligent and efficient manner to meet and exceed guests expectations.

Key Responsibilities:

• Provide assistance to all guests, respond to queries, and deliver services efficiently and reliably.
• Ensure service is always delivered courteously, with a positive attitude and a focus on exceeding guest expectations.
• Offer general information services both at front desk points and via telephone.
• Assist passengers with various needs, including directions, airport processes, and special assistance requests.
• Provide personalised attention to individual guest needs to maintain high service standards.
• Monitor key areas within the airport and ensure smooth passenger flow for arrivals and departures.
• Guide passengers to minimise confusion, congestion, and queue build-up.
• Check that gate monitors and Flight Information Display Systems are functioning properly.
• Perform roaming duties in high-traffic areas when required.
• Work at any assigned deployment point as directed by Senior Officer.
• Manage Lost & Found and Luggage Deposit services.
• Monitor and confirm Passengers with Reduced Mobility services.
• Deliver VIP services in lounges in line with established procedures and quality standards.
• Perform host duties at La Vallette Lounge, including food & beverage handling, stock replenishment, and expiry checks.
• Answer and manage telephone calls.
• Coordinate with third-party service providers to ensure consistent service delivery.
• Report issues, complaints, accidents, or service shortcomings promptly to the Senior/Assistant Officer.
• Escalate guest or operational difficulties and assist supervisors in resolving them effectively.
• Stay up to date with latest Standard Operation Procedures and Internal Communications.
• Follow company systems, procedures, and policies as directed by management.
• Comply with ICAO, IATA, and EU regulations related to passenger handling and facilitation.
• Adhere to Occupational Health & Safety regulations and company policies.
• Maintain proper uniform standards and use protective equipment where required.
• Maintain a clean and orderly environment across airport premises.
• Report and follow up on any cleaning or maintenance issues using internal systems.
• Promote a positive company image and uphold MIA core values at all times.
• Participate in the First Aider programme and provide assistance when needed.
• Support Senior and Assistant Officers in their duties.
• Carry out any additional duties assigned by the company as required.

Requirements

Applicants should:

• At least have an ‘A’ Level standard of education or the equivalent.
• Have a positive and outgoing personality whilst being smart and well-groomed.
• Have excellent communication skills both when handling telephone calls and when in direct contact with clients.
• Have a good command of written and spoken Maltese, English and preferably another foreign language.
• Be proficient with MS Office applications.

This is a shift-based position, candidates applying for this position must be willing and able to work flexible hours, including weekends, public holidays, and night shifts as required.