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  1. Go to Settings.
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Jobs or company...

Assistant Manager, Customer Relations

Salary undisclosed
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Simplified

Job Title

Assistant Manager, Customer Relations

Reports To

Manager, Airlines Customer Relations

Role Purpose

The Assistant Manager, Customer Relations at Malaysia Aviation Group is a dynamic role focused on leading, managing, and supervising the Customer Relations team to ensure efficient and effective operations. This role involves overseeing the end-to-end management of high-profile cases, managing customer engagement during flight disruptions and challenging passenger situations, and implementing process improvements. The Assistant Manager also plays a crucial role in inter-departmental collaboration to address root causes and reduce recurring issues.

Key Accountability

  • Performance and Productivity Management: Lead team productivity, ensuring all KPIs are met timely. Manage and supervise individual team member deliverables.
  • High-Profile Case Management: Oversee the complete management of high-profile cases, including direct engagement with affected customers and coordination with relevant departments.
  • Operational Efficiency and Process Improvement: Address and implement necessary process changes for smooth operations. Manage administrative and disciplinary aspects of the team.
  • Quality Control and Compliance: Ensure high accuracy in data input and manage response and closure rates. Drive overall response quality, adhering to MAVCOM audit standards.
  • Cross-Functional Collaboration: Liaise with various business units to investigate and resolve complaints, sharing feedback for internal improvements.
  • Customer Feedback Analysis: Analyze customer complaints and share statistics for internal improvement and strategy development.
  • Complaints Resolution Consultancy: Provide expert consultancy on complaints resolution, especially for region-specific cases (e.g., North Asia, South Asia, Europe, ASEAN).
  • Compensation and Claims Management: Authorize compensation in line with Customer Relations Compensation Recovery Matrix and CAAP. Manage and respond to senior management, insurance, legal, and MAVCOM related cases.
  • Investigation Leadership: Lead investigations involving government agencies, legal and tribunal cases, collaborating with legal and insurance teams.
  • Team Performance Monitoring: Monitor team performance against SLAs and manage high-profile or potential legal cases.
  • Stakeholder Engagement: Proactively engage with advocates, top complainants, and high-profile customers. Manage relationships on fraud matters and business integrity.
  • Operational Management: Handle productivity, operational, leave, and administration management.
  • Innovation and Digital Projects: Lead digital and innovation projects within the unit, ensuring participation and effective implementation.
  • To provide support and manage complaints including recovery after business hours when required.

Qualifications & Working Experience

  • Bachelor of Education, Aviation, Arts, Mass Communications, TESL, Business/Management , Legal with 2-3 years of working experience preferably with airlines complaints management, public relations, Airlines Reservation & Ticketing.
  • Diploma Field of Study: Bachelor of Education, Aviation, Arts, Mass Communications, TESL, Business/Management, Legal with 3-4 years of working experience preferably with airlines complaints management, public relations, Airlines Reservation & Ticketing.