Public Profile

+ Be a contact point for customer inquiries and complaints, handling all customer complaints through coordinating internal department assistance.
+ Assistant to provide training to staff or employees to deliver excellent customer service.
+ Developing customer service standards, policies and procedures for the organization or department.
+ Analysing data or statistics to identify the customer service level and report to the management the progress
+ Support and lead customer service improvement program
+ Establish a system for customer feedback and improvement
+ Conduct surprise audit/inspections at companywide to improve the customer service experiences.
+ Drive customer service excellence and maintain close relationship with internal departments for customer service improvement

+ To be responsible for all ground operations of JPA at Tan Son Nhat Airport including passenger services, ramp operation, staff management, operating contracts, security and safety standards, relationship management.
+ To be responsible for delivering customer service quality standards including recovering failures and disruption management.
+ To ensure OTP (On Time Performance Percentage) for all the flights.
+ To support ground operation staff to handle passenger issues occurred at the airport.
+ To manage ground handling procedures to ensure compliance with all re-cognized safety and security practice and responsible for people management and development for staff at the site.
+ Liaison with external contractors, airport owners regulatory and government authorities.