Job TitleSenior Executive, Customer Relations
Reports ToAssistant Manager , Customer Relations
Role Purpose- Responsible to assist the Assistant Manager of Customer Relations to perform analysis, data management, monitoring and reporting on customer feedback.
- Providing excellent support to the assigned team in daily customer case management to ensure timely and efficient overall handling of customer feedback
- To stay connected to customers in mitigating disappointment whilst working internally with BUs to ensure breakages/complaints are highlighted and corrective action is put in place.
Key Accountability- Responsible to assist Manager and Assistant Manager in handling all communications with high profile customers and top complainants.
- Manage all customers’ feedback and ensure service recovery is based on compensation matrix and seek validation/approval for all letters and claims to customers assigned, based on CAAP( Corporate Authority Approval Policy)
- Conducting and leading investigation with business areas as well as ensure that service recovery guidelines and payouts are in line with CAAP and Customer Relations Compensation Matrix
- Identifying key process re-engineering opportunities through analysis of high-profile feedback to propose change/improvement with all Business Units."
- Handling and management of MAVCOM, Senior Management and Legal cases.
- Ensures target response and closure rates are met, with high accuracy of data input for each case and minimal backlog of cases.
- Oversees consultation to business units on complaints and compensation quantum, where required.
- Conduct analysis, data management and reporting. Prepare and provide monthly report and scorecard for each team.
- Perform service quality checks on all category of cases and ensure team members responses are accurate and timely.
- Ensuring effective dispensation of compensation payouts based on the recovery matrix in place and commensurate to the service breakages experienced by customers.
- Coaching and mentoring individual Executives within their team to improve quality and accuracy of response.
- Driving closure rate performance within the respective teams. Managing speed of response within the teams to ensure each individual respond to cases within the given timeline and in accordance with regulatory requirements."
- Analyzing, reporting and responding to High Profile, Premium, GCEO, Senior Management, Legal, Regulatory cases.
Qualification & Experience- Degree - Bachelor of Education, Aviation, Arts, Mass Communications, TESL, Business & Management, Legal, etc. with 3-4 years experience in Complaint Management, Public Relations, Airlines Reservation and Ticketing
- Diploma in Education, Aviation, Arts, Mass Communications, TESL, Business & Management, Legal, etc. with 4-5 years 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
- 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
