Temporary Customer Services Agent

The Temporary Customer Services Agent (TCSA) is responsible and accountable for the day-to-day punctuality and smooth operations of inbound and outbound flights at Hanoi airport. Key tasks include:

• customer service

• pre/post-flight administrative work

• managing of Ground Handling Agents at check-in, boarding and arrival.

S/he is required to resolve any situations which arise during irregular operations. S/he will also be responsible for supporting and driving performance in the cargo and ramp operations functional areas. S/he will be required to assist the Station Manager, Customer Services Supervisor and Senior Customer Services Officers wherever needed.

The role requires knowledge and understanding of the SIA Group passenger and cargo products, handling, and operational procedures. Some amount of office administration duties and ad-hoc projects are also required.

Candidates must have, as minimum requirements, a degree from a reputable university, good command in reading, writing and speaking English and Vietnamese, and basic arithmetic skills. Candidates should be presentable, service-oriented and a team-player. Having good interpersonal skills, enjoying daily interactions with people, and always being prepared to go the extra mile for passengers are important too. They also need to be comfortable with the pressure of turning around flights on time, working with various stakeholders and handling customer feedback.

Candidates are expected to be proficient in computer skills and office productivity software such as Microsoft Outlook, Word and Excel. This position will work on shift hours, and activation outside the shift may be required in exceptional circumstances.

This is an entry level position suitable for fresh graduates looking for a position in the operations and customer service industry. Recent graduates with 1-3 years of work experience in a customer services or operations role are also welcome to apply. Successful candidates will be provided with relevant training and supervision.