Executive, Social Customer Management

Malaysia Airlines; Alberta; On-site; CAD 65,000 - 85,000; Full time

Job summary

A leading airline company in Canada is seeking an Executive for Social Customer Management. This role involves managing comprehensive social customer care efforts across multiple levels, ensuring high-quality vendor performance, and analyzing metrics for process improvements. The ideal candidate will have strong analytical skills and emotional intelligence to mitigate brand risks and address customer concerns effectively. This position offers opportunities for collaboration and leadership in a fast-paced environment.

Qualifications

• Ability to manage social customer care strategically and collaboratively.
• Experience with vendor management and internal business collaboration.
• Skilled in analyzing customer support metrics for improvement.

Responsibilities

• Oversee vendor performance to ensure high-quality customer support.
• Monitor social customer support metrics for improvement.
• Facilitate collaboration with stakeholders for concern resolution.

Skills

High emotional intelligence

Strong analytical skills

Attention to detail

Job description

Job Title

Executive, Social Customer Management

Reports To

Manager, Social Customer Management

Role Purpose

• This role provides comprehensive and strategic management of social customer care for all MAG airlines, requiring collaboration across multiple levels, from vendor management to internal business units. The Executive leverages analytical skills to improve processes, communication skills to effectively liaise with stakeholders, and detailed oversight to ensure smooth operations, delivering high-quality support for customers and sustaining the brand's reputation.
• This role is meant to be optimized across both Malaysia Airlines and Firefly itemized as below;
• Deliver timely, accurate, and quality responses via appropriate channels, addressing vendor and customer feedback to ensure satisfaction.
• Oversee vendor performance, ensuring high‑quality customer support meets required service levels.
• Monitor social customer support metrics, identifying and implementing improvements to processes and responses.
• Facilitate collaboration with internal and external stakeholders, ensuring seamless resolution of customer concerns.
• Support backend escalation for live chat and social media customer support, ensuring effective 24/7 coverage across all Malaysia Aviation Group (MAG) airlines.

Key Accountabilities

• Handle and resolve customer inquiries, complaints, and issues escalated by the vendor, covering areas such as products, reservations, ticketing, and service, ensuring timely, effective resolution.
• Ensure alignment with the vendor on support processes, escalation procedures, and quality standards, maintaining strong communication channels between the vendor and internal Business Units.
• Ensure adherence to all relevant policies, procedures, and guidelines, including data privacy and security policies.
• Monitor social content and sentiment, mitigating potential risks to the brand by preempting escalations, and provide crisis communication support across all MAG airlines' official social media platforms.
• Contribute to vendor training and development, ensuring consistent quality and knowledge across all support teams.
• Analyze data to identify opportunities for process enhancements and implement them to optimize social customer management.
• Make swift recovery decisions in response to complaints received via live chat and social media.
• Undertake additional tasks and responsibilities assigned by management.

Operational Requirements

• Provide comprehensive oversight of all social customer care support needs around the clock, ensuring timely and effective resolutions.
• Collaborate closely with stakeholders and business units, addressing concerns promptly and implementing corrective actions.
• Ensure accuracy in verification and confirmation processes to prevent errors.
• Communicate effectively, both in writing and verbally, ensuring clear and concise responses and reports.

Skills and Qualities

• High emotional intelligence and leadership capabilities, understanding customer sentiments to prevent brand damage.
• Attention to detail in the verification and confirmation process to prevent errors.
• Strong analytical skills to identify opportunities for process improvements