Senior Executive, Customer Relations

Malaysia Airlines; Kuala Lumpur; On-site; MYR 50,000 - 75,000; Full time

Job summary

A leading airline company is seeking a Senior Executive in Customer Relations to manage customer feedback and complaints effectively. You will assist in handling communications with high-profile customers while ensuring compliance with service recovery guidelines and proposing process improvements. This role requires excellent communication skills in both English and Bahasa Malaysia, along with strong experience in complaint management. Join a dynamic team and contribute to enhancing customer satisfaction in the airline industry.

Qualifications

• 3-4 years experience in Complaint Management or Public Relations.
• 4-5 years of relevant experience with a Diploma.

Responsibilities

• Assist in analyzing and reporting customer feedback.
• Manage customer feedback and ensure service recovery aligns with approval policy.
• Coach team members to improve response quality.

Skills

Communication

Empathy

Pressure Handling

Education

Bachelor's degree in related fields

Diploma in related fields

Tools

Microsoft Office

Job description

Job Title

Senior Executive, Customer Relations

Reports To

Assistant Manager, Customer Relations

Role Purpose

• Assist the Assistant Manager of Customer Relations in analyzing data, monitoring, and reporting on customer feedback.
• Provide excellent support to the team in daily customer case management to ensure timely and efficient handling of feedback.
• Maintain communication with customers to mitigate disappointment and work internally with Business Units to address issues and implement corrective actions.

Key Accountabilities

• Assist Manager and Assistant Manager in handling communications with high-profile customers and top complainants.
• Manage customer feedback and ensure service recovery aligns with the compensation matrix, seeking validation and approval for letters and claims based on CAAP (Corporate Authority Approval Policy).
• Lead investigations with business areas and ensure service recovery guidelines and payouts comply with CAAP and Customer Relations Compensation Matrix.
• Identify process re-engineering opportunities by analyzing high-profile feedback and propose improvements with Business Units.
• Manage MAVCOM, Senior Management, and Legal cases.
• Ensure response and closure targets are met with high data accuracy and minimal backlog.
• Consult with business units on complaints and compensation amounts as needed.
• Conduct analysis, data management, and reporting; prepare monthly reports and scorecards.
• Perform quality checks on cases to ensure responses are accurate and timely.
• Ensure effective dispensation of compensation payouts based on recovery matrix and customer service breakages.
• Coach and mentor team members to improve response quality and accuracy.
• Drive team performance to improve closure rates and response times in compliance with regulatory requirements.
• Analyze, report, and respond to high-profile, premium, GCEO, senior management, legal, and regulatory cases.

Qualifications & Experience

• Bachelor's degree in Education, Aviation, Arts, Mass Communications, TESL, Business & Management, Legal, or related fields with 3-4 years of experience in Complaint Management, Public Relations, Airlines Reservation, and Ticketing.
• Diploma in the same fields with 4-5 years of relevant experience.

Skills & Knowledge

• Ability to work under pressure and handle stressful situations calmly.
• Excellent communication skills in English and Bahasa Malaysia, both oral and written, including presentation and facilitation skills. Ability to express empathy in writing.
• Proficient in Microsoft Office applications.
• Knowledge of airline reservation, ticketing, call center operations, and customer service is an advantage.