Join to apply for the Executive, Customer Relations role at Malaysia AirlinesJoin to apply for the Executive, Customer Relations role at Malaysia AirlinesGet AI-powered advice on this job and more exclusive features.Reports ToAssistant Manager and Senior Executive, Customer RelationsJob TitleExecutive, Customer RelationsReports ToAssistant Manager and Senior Executive, Customer RelationsRole PurposeResponsible 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 AccountabilitiesResponsible 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 ExperienceDegree 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 & KnowledgeAbility 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 ChallengesHaving 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.Seniority levelSeniority levelEntry levelEmployment typeEmployment typeFull-timeJob functionJob functionBusiness Development and SalesIndustriesAirlines and AviationReferrals increase your chances of interviewing at Malaysia Airlines by 2xGet notified about new Customer Relations Executive jobs in Greater Kuala Lumpur.Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week agoKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 8 hours agoCustomer Relations Officer (Part-Time), IKEA Cheras.Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 weeks agoCustomer Service Expert (Remote, Contract)Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 days agoCustomer Service Expert (Remote, Contract)Petaling Jaya, Selangor, Malaysia 3 days agoKuala Lumpur City, Federal Territory of Kuala Lumpur, Malaysia 1 week agoContent Moderator - Listing & Content, MY MarketplaceKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks agoCustomer Service Expert (Remote, Contract)Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week agoClient Success Representative APAC (Remote, Contract)Kuala Lumpur City, Federal Territory of Kuala Lumpur, Malaysia 1 week agoClient Success Representative APAC (Remote, Contract)Community Customer Service - Operations, MY Marketplace (Open to Fresh Graduates)Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 day agoSpecialist, Customer Experience (English Speaker)Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week agoKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 4 days agoCustomer Service Executive (Property Management)Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week agoSenior Executive, Customer Operations and Service Delivery (RID-00535)Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks agoEscalation Agent (Return & Refund) - Operations, SG MarketplaceKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week agoClient Success Representative APAC (Remote, Contract)Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 weeks agoKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week agoKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 6 days agoKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 9 hours agoMid Valley City, Federal Territory of Kuala Lumpur, Malaysia 1 week agoPetaling Jaya, Selangor, Malaysia 1 day agoKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 day agoCustomer Experience Specialist – English (Kuala Lumpur)Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 days agoWP. 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