ISAC Officer, KLIA (MySTEP)

Position Overview

This role provides comprehensive support, guidance and information to international students arriving at the airport. This role ensures a smooth transition for students as they enter Malaysia for their studies, assisting them with various aspects of their arrival and initial settlement. The officer also supports the management of client relationships, offers administrative assistance to the Division and undertakes the role of a client relationship officer.

Key Responsibilities

• Support the management of client relationships by providing end-to-end services, advisory and consultancy support to international students and their dependent(s).
• Act as a point of contact at the airport for educational institutions, language centres and skills training centres to ensure coordinated and effective service delivery.
• Welcome international students at the ISAC centre and display a friendly and approachable demeanour to create a positive first impression.
• Help students understand and complete necessary arrival documentation.
• Guide students through customs and immigration procedures if required.
• Provide general administrative support and assistance to the Division to ensure effective functioning.
• Prepare relevant documentation, reports and correspondence.
• Support event management, including planning, organizing and executing events for international students and relevant stakeholders.
• Maintain accurate records of student arrivals and any assistance provided.
• Report any incidents or issues to the relevant authorities or university representatives.
• Display awareness and sensitivity towards the cultural backgrounds of the students.
• Provide respectful and inclusive service to all students regardless of their nationality or background.
  

Requirements
• A minimum of a Diploma and above in International Relations, Hospitality or a related field is advantageous.
• Previous experience in customer service, airport operations, administrative roles or working with international students is preferred.
• Excellent interpersonal and communication skills.
• Proficiency in multiple languages is an asset.
• Ability to handle stressful situations calmly and efficiently.
• Strong problem-solving skills.
• Ability to work independently and as part of a team.
• Flexibility to work varying hours, including weekends and holidays, depending on flight schedules.
• This role is based at the airport and may involve standing or walking for long periods.
• The officer may need to work outside of regular office hours to accommodate flight schedules.