Summary
Overview
Work History
Education
Skills
Timeline
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MUHAMMAD AMIRUL AZIEM BIN SHAHRIN

CUSTOMER SERVICE OFFICER TEAM LEADER
Sepang, Selangor

Summary

Dynamic customer service leader with extensive experience at Batik Air Malaysia, adept at enhancing team productivity and customer satisfaction. Proven track record in complaint handling and problem-solving, fostering positive relationships while ensuring operational efficiency. Skilled in Microsoft Office and committed to delivering exceptional service in high-pressure environments.

Overview

3
3
years of professional experience
2
2
Languages

Work History

CUSTOMER SERVICE OFFICER TEAM LEADER

BATIK AIR MALAYSIA
07.2024 - Current
  • Supervise CSO/CSA to ensure optimum safety and comfort of passenger in accordance to Batik Air procedures.
  • Roster and assign staff to their respective flight
  • Monitor operation to ensure smooth without mishandling issue, ensure ontime performance (OTP)
  • Represent for Batik Air in various situations in a given area and provide necessary support to the passenger.
  • Led employee relations through effective communication, coaching, training, and development.
  • Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
  • Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.

CUSTOMRER SERVICE OFFICER

BATIK AIR MALAYSIA
07.2022 - 07.2024
  • Delivering service to assist passenger, check-in counter, gate departure & arrival
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Provided exceptional customer service with empathetic listening and effective problem-solving skills.
  • Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
  • Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
  • Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

Ramp Agent

MYJET EXPRESS
04.2022 - 07.2022
  • Tracked flight schedules to promote on-time landings and avoid loading delays.
  • Loaded and unloaded luggage and freight
  • Communicated closely with ground crew, flight crew, and tow person
  • Coordinated ground crew activities to complete objectives on schedule.
  • Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.

Education

DIPLOMA IN AVIATION MANAGEMENT

KOLEJ ANTARABANGSA CYBERNETICS
Cheras, Selangor, Malaysia
04.2001 -

TASAWWUR ISLAM

SIJIL PELAJARAN MALAYSIA
SEKOLAH MENENGAH KEBANGSAAN SERI ALAM
12-2019

Skills

Customer support

Service recommendations

Data entry

Complaint handling

Documentation and reporting

Technical support

Microsoft Office

Problem-solving

Customer service

Decision-making

Adaptability and flexibility

Product knowledge

Timeline

CUSTOMER SERVICE OFFICER TEAM LEADER

BATIK AIR MALAYSIA
07.2024 - Current

CUSTOMRER SERVICE OFFICER

BATIK AIR MALAYSIA
07.2022 - 07.2024

Ramp Agent

MYJET EXPRESS
04.2022 - 07.2022

DIPLOMA IN AVIATION MANAGEMENT

KOLEJ ANTARABANGSA CYBERNETICS
04.2001 -

TASAWWUR ISLAM

SIJIL PELAJARAN MALAYSIA

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MUHAMMAD AMIRUL AZIEM BIN SHAHRIN CUSTOMER SERVICE OFFICER TEAM LEADER