Customer Affairs Agent

Kris Business Hub Sdn. Bhd.; Kuala Lumpur; On-site; MYR 33,000 - 56,000; Full time

Job summary

KBH provides corporate and operational services in Kuala Lumpur, and the Customer Affairs Unit plays a key role in managing relationships with customers. As a Customer Affairs Agent, you’ll investigate cases, resolve issues clearly and empathetically, and share insights to improve products and processes.

Join Kris Business Hub Sdn. Bhd. to support passengers, de-escalate concerns, and contribute to service improvements within policy. A degree and strong communication are essential to succeed.

Qualifications

• Bachelor’s degree in any field, with SPM/STPM English credit.
• Experience in customer feedback handling, customer service, or communications.
• Strong written and verbal communication skills.
• High emotional maturity, empathy, and a passion for customer service.
• Proficient with digital tools (e.g. case management and reservation systems, Microsoft Office).
• Fast learner with the ability to quickly grasp airline products, services, and policies.

Responsibilities

• Investigate cases with relevant Business Units to establish facts.
• Respond to passengers via email or phone, ensuring clear and empathetic communication.
• Recommend and arrange service recovery within policy, where appropriate.
• Provide timely and appropriate resolutions to ensure satisfactory closure.
• Manage expectations sensitively, de-escalate irate customers and seek amicable solutions within reasonable limits.
• Flag recurring passenger issues for review; surface trends and share learnings.

Skills

Interpersonal skills

Written & verbal communication

Empathy

Negotiation

Digital tools proficiency

Education

Bachelor’s degree

SPM/STPM English credit

Tools

Case management systems

Microsoft Office

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

The successful candidate will be part of the Customer Affairs Unit of Kris Business Hub (KBH), a Malaysia-based entity providing corporate and operational services in Kuala Lumpur.

The Customer Affairs Unit plays an important role in managing and building relationships with the organisation’s customers. As a Customer Affairs Agent, you’ll be responsible to investigate cases, resolve and respond to customers’ issues clearly and empathetically, and share insights to help improve our products and processes.

Key responsibilities:

Resolve customer complaints and issues by:

• Investigating cases with relevant Business Units to establish facts and policy applicability
• Responding to passengers via email or phone, ensuring clear and empathetic communication
• Recommending and arranging service recovery within policy, where appropriate
• Providing timely and appropriate resolutions to ensure satisfactory closure
• Managing expectations sensitively, de-escalating irate customers and seeking amicable solutions within reasonable limits

Contribute to service and process improvements by:

• Flagging recurring passenger issues for review
• Surfacing trends and areas for improvement
• Sharing investigation learnings and product/service knowledge with other case owners

Requirements

• Bachelor’s degree in any field, with an SPM or STPM credit in English
• Experience in customer feedback handling, customer service, or communications
• Strong interpersonal skills with excellent written and verbal communication
• Strong observation, judgment and negotiation skills
• High emotional maturity, empathy, and a passion for customer service
• Proficient with digital tools (eg: case management and reservation systems, Microsoft Office, etc…)
• Fast learner with the ability to quickly grasp airline products, services, and policies

We thank all candidates for your interest in this position, and regret that only shortlisted candidates will be notified.