Executive Customer Relations

Malaysia Airlines; Kuala Lumpur; On-site; MYR 50,000 - 70,000; Full time

Job summary

A major airline company is seeking an Executive, Customer Relations, located in Kuala Lumpur. The role involves managing customer feedback, ensuring timely responses, and assisting other managers with operations. Ideal candidates will have relevant educational qualifications and experience ranging from 1 to 4 years in complaint management and public relations. Strong communication and problem-solving skills are essential, along with proficiency in Microsoft Office.

Qualifications

• 1-2 years experience in Complaint Management, Public Relations, Airlines Reservation and Ticketing.
• 3-4 years experience in Complaint Management, Public Relations, Airlines Reservation and Ticketing.

Responsibilities

• Assist Assistant Manager and Senior Executive in customer relations tasks.
• Manage customers' feedback and service recovery.
• Conduct investigations to align service recovery with guidelines.

Skills

Problem-solving skills

Communication skills (oral and written)

Knowledge of Microsoft Office

Empathy in writing

Knowledge of airline reservation and ticketing

Education

Bachelor of Education, Aviation, Arts, Mass Communications, TESL, Business & Management, Legal

Diploma of Education, Aviation, Arts, Mass Communications, TESL, Business & Management, Legal

Job description

Position Title

Executive, Customer Relations

Reports To

Assistant Manager and Senior Executive , Customer Relations (Feedback Management & Operation)

Role Purpose

Responsible to assist Assistant Manager and Senior Executive of Customer Relations to perform analysis, data management, monitoring and reporting.

Expected to provide excellent customer support by delivering accurate and timely responses to customer’s feedback.

To proactively stay connected with customers and work closely with other Business Units to resolve root‑cause issues and minimize repeat breakages.

Key Accountability

• Responsible to assist Assistant Manager and Senior Executive.
• Manage all customers’ feedback and service recovery.
• Manage walk‑in and call‑in passengers as assigned by Assistant Manager / Manager Customer Relations.
• Conduct and lead investigations with business areas, ensuring service recovery guidelines and payouts align with CAAP and the Customer Relations Compensation Matrix.
• Seek validation and approval for all letters and claims to customers assigned, based on CAAP (Corporate Approving Authority Policy).
• Ensure target response and closure rates are met, with high accuracy of data input for each case.
• Ensure proactive customer management in all customer interactions.
• Perform service quality checks.
• Drive individual closure rate performance within the respective teams, managing speed of response within the given timeline and in accordance with regulatory requirements.
• Ensure effective dispensation of compensation payouts based on the recovery matrix and commensurate to the service breakages experienced by customers.
• Active participation in special departmental and inter‑departmental improvement projects.
• Identify key process re‑engineering opportunities through analysis of customer feedback to propose change/improvement within all Business Units. Carry out any other task as assigned by the immediate Supervisor.

Qualification & Experience

Bachelor of Education, Aviation, Arts, Mass Communications, TESL, Business & Management, Legal, etc. with 1-2 years experience in Complaint Management, Public Relations, Airlines Reservation and Ticketing.

Diploma of Education, Aviation, Arts, Mass Communications, TESL, Business & Management, Legal, etc. with 3-4 years experience in Complaint Management, Public Relations, Airlines Reservation and Ticketing.

Skills & Knowledge

• Ability to work under pressure; handle stressful situations calmly with excellent problem‑solving skills to make challenging situations successful.
• Good communication skills: oral, written, presentation, facilitation (in both English and Bahasa Malaysia). Able to express and articulate empathy in writing.
• Good knowledge of Microsoft Office applications.
• Added advantage to have knowledge in airline reservation and ticketing, call centre, and customer service.

Key Challenges

• Dealing with repeated complaints from customers whose expectations are high compared to customer feedback & recovery guidelines to win customers’ confidence when we fail to deliver.
• Managing difficult and demanding customers from all walks of life.
• Handling multiple issues involving different business areas—a challenge to provide timely and accurate findings.