Assistant Manager,Customer Relations

Malaysia Airlines; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading airline company is seeking an Assistant Manager, Customer Relations in Kuala Lumpur. This role involves managing customer engagement during flight disruptions, overseeing high-profile cases, and ensuring operational efficiency within the customer relations team. Candidates should possess a background in related fields with significant experience in complaints management and public relations. This position offers a dynamic environment focused on continuous improvement and collaboration across departments.

Qualifications

• 2-3 years of experience in airlines complaints management or public relations.
• 3-4 years of experience with a diploma in relevant fields preferred.

Responsibilities

• Lead team productivity and ensure all KPIs are met.
• Manage high-profile cases including customer engagement.
• Implement process improvements for operational efficiency.
• Analyze customer complaints for internal improvement.
• Engage proactively with high-profile customers.

Skills

Customer engagement management

Performance and productivity management

Operational efficiency

Cross-functional collaboration

Complaints resolution consultancy

Stakeholder engagement

Education

Bachelor's degree in relevant fields

Diploma in relevant fields

Job description

Job Title

Assistant Manager, Customer Relations

Reports To

Manager, Airlines Customer Relations

Role Purpose

The Assistant Manager, Customer Relations at Malaysia Aviation Group is a dynamic role focused on leading, managing, and supervising the Customer Relations team to ensure efficient and effective operations. This role involves overseeing the end-to-end management of high-profile cases, managing customer engagement during flight disruptions and challenging passenger situations, and implementing process improvements. The Assistant Manager also plays a crucial role in inter-departmental collaboration to address root causes and reduce recurring issues.

Key Accountability

• Performance and Productivity Management: Lead team productivity, ensuring all KPIs are met timely. Manage and supervise individual team member deliverables.
• High-Profile Case Management: Oversee the complete management of high-profile cases, including direct engagement with affected customers and coordination with relevant departments.
• Operational Efficiency and Process Improvement: Address and implement necessary process changes for smooth operations. Manage administrative and disciplinary aspects of the team.
• Quality Control and Compliance: Ensure high accuracy in data input and manage response and closure rates. Drive overall response quality, adhering to MAVCOM audit standards.
• Cross-Functional Collaboration: Liaise with various business units to investigate and resolve complaints, sharing feedback for internal improvements.
• Customer Feedback Analysis: Analyze customer complaints and share statistics for internal improvement and strategy development.
• Complaints Resolution Consultancy: Provide expert consultancy on complaints resolution, especially for region-specific cases (e.g., North Asia, South Asia, Europe, ASEAN).
• Compensation and Claims Management: Authorize compensation in line with Customer Relations Compensation Recovery Matrix and CAAP. Manage and respond to senior management, insurance, legal, and MAVCOM related cases.
• Investigation Leadership: Lead investigations involving government agencies, legal and tribunal cases, collaborating with legal and insurance teams.
• Team Performance Monitoring: Monitor team performance against SLAs and manage high-profile or potential legal cases.
• Stakeholder Engagement: Proactively engage with advocates, top complainants, and high-profile customers. Manage relationships on fraud matters and business integrity.
• Operational Management: Handle productivity, operational, leave, and administration management.
• Innovation and Digital Projects: Lead digital and innovation projects within the unit, ensuring participation and effective implementation.
• To provide support and manage complaints including recovery after business hours when required.
  
  

Qualifications & Working Experience

• Bachelor of Education, Aviation, Arts, Mass Communications, TESL, Business/Management , Legal with 2-3 years of working experience preferably with airlines complaints management, public relations, Airlines Reservation & Ticketing.
• Diploma Field of Study: Bachelor of Education, Aviation, Arts, Mass Communications, TESL, Business/Management, Legal with 3-4 years of working experience preferably with airlines complaints management, public relations, Airlines Reservation & Ticketing.