Full Time Customer Services Representative

• 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.

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.