Customer Relations Associate – UK/EUR

Malaysia Airlines Berhad; Malaysia; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading airline company is seeking a Customer Relations Associate to manage customer feedback and resolve complaints for UK and Europe. The role requires fluency in French and English to communicate effectively with customers and stakeholders. Candidates should have a Bachelor's degree or a Diploma with relevant experience in complaints management or regulatory areas. The position involves collaboration with teams in Kuala Lumpur and ensuring compliance with applicable regulations. This position offers opportunities for professional development and a dynamic work environment.

Qualifications

• 1–2 years of work experience in airline complaints management or legal/regulatory areas.
• 3–4 years of experience with a diploma in airline complaints management.
• Proficient in English and French for customer communication.

Responsibilities

• Manage and resolve customer feedback to ensure a positive experience.
• Oversee legal and regulatory case management for UK/EUR.
• Provide training and mentorship to new hires.

Skills

Fluency in French (spoken and written)

Customer service skills

Analytical skills

Communication skills

Education

Bachelor’s degree in relevant fields

Diploma in relevant fields

Job description

Career Opportunities: Customer Relations Associate UK/EUR (22584)

Requisition ID22584-Posted -London Town Office-AB - Customer Management-AB - CEO's Office

The Customer Relations Associate – UK/EUR is responsible for managing and resolving all customer feedback received by the London Customer Relations office, including enquiries, compliments, and complaints, to ensure a positive experience for Malaysia Airlines passengers.

Fluency in spoken and written French is required to handle communications with French-speaking customers and stakeholders. The role also involves managing legal and regulatory cases, especially under EC261 and European Law, to ensure compliance and accurate resolution.

The incumbent provides timely, professional responses in both English and French and acts as the main liaison for Customer Relations across the UK and Europe. This includes resolving regional complaints, coordinating with internal teams to address root causes, and supporting the Assistant Manager at Headquarters in Kuala Lumpur through analysis, data management, and reporting to drive continuous improvement.

Key Accountability

• Oversee and manage all complaints, including legal and regulatory cases, from the UK and European region, ensuring timely resolution.
• Communicate effectively in French (spoken and written) for handling French-speaking customers and stakeholders.
• Conduct and lead investigations across business areas.
• Collaborate with the headquarters in Kuala Lumpur to investigate and resolve customer relations and refund issues.
• Meet target response and closure rates with high accuracy and without backlogs.
• Work with the Finance and Legal teams to ensure prompt processing of refunds and compensation.
• Provide consultation to business units on complaint matters and compensation levels related to CAA UK or other European regulators.
• Provide monthly updates to the Assistant Manager/Manager on compensation expenditures, regulatory payments, and legal case payouts.
• Ensure all data is accurately updated in the complaints management system (Guest Tracking System).
• Provide training and mentorship to new hires in the Customer Relations department in the UK office.
• Ensure effective dispensation of compensation payouts based on the recovery matrix and aligned with internal CAAP (Corporate Authority Approving Policy), proportionate to customer service disruptions.
• Maintain reporting and record-keeping in compliance with UK/EU Commission regulations, Civil Aviation Authority of Malaysia (CAAM), and other relevant regulatory requirements.
• Identify key process re‑engineering opportunities through analysis of high-profile feedback and propose improvements to relevant business units.
• Carry out any other tasks assigned by the immediate supervisor.
• Provide support to the UK Regional Manager and Europe Sales team in managing legal cases received at the UK and Europe office.

Qualification & Working Experience

• Degree: Bachelor’s degree in education, Aviation, Arts, Mass Communications, TESL, Business/Management, or Legal, with 1–2 years of work experience, preferably in airline complaints management, legal/regulatory areas, or airline reservation and ticketing; OR
• Diploma: Diploma in Education, Aviation, Arts, Mass Communications, TESL, Business/Management, or Legal, with 3–4 years of work experience, preferably in airline complaints management, legal/regulatory areas, or airline reservation and ticketing.
• Language Proficiency: Fluency in French (spoken and written) and English is mandatory to manage communications with French-speaking customers and stakeholders across Europe