Position Title

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

Job summary

A leading airline company in Malaysia is seeking an Executive in Customer Relations to manage customer feedback and service recovery. The successful candidate will assist management in data handling and ensure high customer satisfaction by responding accurately and timely to feedback. Candidates should have a Bachelor's degree or a Diploma with relevant experience in complaint management, excellent communication skills, and the ability to manage stressful situations effectively. Knowledge in airline reservation and ticketing is a plus.

Qualifications

• Bachelor's degree with 1-2 years experience in Complaint Management or related fields.
• Diploma with 3-4 years experience in Complaint Management or related fields.

Responsibilities

• Assist in managing customer feedback and service recovery.
• Conduct investigations and ensure compliance with guidelines.
• Drive individual closure rates and manage customer interactions.

Skills

Problem-solving skills

Good communication skills

Knowledge of Microsoft Office

Understanding of airline reservation and ticketing

Ability to handle stressful situations

Education

Bachelor's degree in relevant fields

Diploma in relevant fields

Job description

Career Opportunities: Executive, Customer Relations (22502)

Requisition ID22502-Posted -Kuala Lumpur International Airport-AB - Customer Management-AB - CEO's Office

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
Where possible to proactively stay connected with customers. Internally to work closely with other Business Units and resolve root cause issues to minimize repeat breakages, where possible

• 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.
• Conducting and leading investigation with business areas as well as ensuring that service recovery guidelines and payouts are in line with CAAP and Customer Relations Compensation Matrix.
• Seek validation and approval for all letters and claims to customers assigned, based on CAAP.( Corporate Approving Authority Policy)
• Ensures target response and closure rates are met, with high accuracy of data input for each case
• Ensure pro-active customer management in all customer interactions
• Driving individual closure rate performance within the respective teams. Managing speed of response within the given timeline and in accordance to regulatory requirements.
• Ensuring effective dispensation of compensation payouts based on the recovery matrix in place and commensurate to the service breakages experienced by customers.
• Active participation in special departmental and inter-departmental improvement projects
• Identifying key process re-engineering opportunities through analysis of customer feedback to propose change/improvement within all Business Units.
  To 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 inComplaint Management, Public Relations,Airlines Reservation and Ticketing

Skills & Knowledge

• Ability to work under fire/pressure; handle stressful situations in a calm manner with an excellent problem-solving skills to make a challening situation 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
• Having to deal with repeated complaints from the same customers whose expectation are high vs customer feedback & recovery guidelines to win customers' confidence with Malaysia Airlines when we fail to deliver.
• Ability to manage difficult and demanding customers from all walks of life.
• Multiple issues involving different business areas - a challenge to have timely and accurate findings.