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58 | FireFlyz
Impromptu
FireflyztalkstoShahkienaaboutherroleasFirefly’sCustomer
CareRepresentative.
Talk to Me
W
e
have our own expecta-
tions when it comes to
service. In wanting to
provide the best possible
service to its customers’
(passengers), Firefly is
always open to enquiries
and suggestions. With a special department dedicated
for this purpose, Shahkiena is one of the people
responsible for answering questions and listening to
what the customers’ have got to say.
What are your responsibilities as Firefly’s Customer
CareRepresentative?
Mainly, I respond to our passengers’ inquiries and
complaints which are sent to our customer care
email. On top of that, I also have to respond to all the
in-flight iPod surveys as well as letters from tribunals
and consumer NGOs. I report directly to our CEO,
Ignatius Ong.