Executive, Customer Relations

Reports To

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.

Key Accountabilities

• 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.
• Ensure pro-active customer management in all customer interactions.
• 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.
• Perform service quality checks.
• 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 & Working Experience

• Degree in Education, Aviation, Arts, Mass Communications, TESL, Business & Management, Legal etc. with 1-2 years of working experience in Complaint Management, Public Relations, Airlines Reservation and Ticketing.
• Diploma in Education, Aviation, Arts, Mass Communications, TESL, Business & Management, Legal, etc. with 3-4 years of working experience in Complaint 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 challenging 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.

Key Challenges

• 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.