Coordinator

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.

COMPETENCIES

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