Lounge Partnership Business Partner

Found in: beBee S MY - 4 weeks ago

Malaysia Plaza Premium Group Full time

About the Company

Hello Welcome to Plaza Premium Group, we're people passionate about "Making Travel Better". We are a global company with team members from all walks of life, together we are #PPGFamily, together we are building a legacy. You don't need to be from this industry, you do need to be passionate.

Our promise to you:

  • We will respect and value your background and perspectives
  • We will work together with integrity
  • We will share our incredible pride for job, company and industry

What we ask of you:

  • Bring passion to all that you do
  • Listen, move fast and think innovatively
  • Speak up, have ideas and share them
  • Believe in customer service, and treating every person with kindness

As industry leaders in innovating global airport hospitality you will work with colleagues from all parts of the world for a truly global experience. You will help and craft services and facilities in over 200 locations in more than 60 international airports across the world.

We were established in HK in 1998 by someone who understood the value of an airport lounge and felt that the experience shouldn't just be limited to a closed-circuit group of travelers. Through the years we have worked incredibly hard to create an experience which is both accessible and quality. Almost 25 years later we now span four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and a range of airport dining concepts.

In addition to our own brands, PPG provides airport hospitality solutions to leading airlines, alliances and corporates around the world. Here are a few names you might recognize: Cathay Pacific Airways, Singapore Airlines, Lufthansa etc.

With the future of travel always in sight, we created Smart Traveler, a mobile-app rewards program underpinned by in-house technology. We are fast-moving and always evolving to drive our purpose of making travel better.

Join our family today.

Together, we'll make travel better.

What you'll be doing :-

As the 3rd Party Lounge Partnership Engagement Business Partner, you will be responsible for ensuring exceptional customer experiences and satisfaction with the lounge service provided to global corporate customers. Your role will involve handling customer inquiries, managing refunds, and overseeing quality control measures. You will collaborate closely with the Business Operation Specialist and Finance Analyst to address customer needs effectively. You will play a crucial role in building strong customer relationships and brand loyalty.

1.Customer Service:

  • Respond to customer inquiries promptly and professionally, providing accurate information and assistance.
  • Handle and resolve customer complaints and concerns, ensuring a positive resolution.

2.Refund Management:

  • Manage the refund process for dissatisfied customers, adhering to company policies and procedures.
  • Identify opportunities to improve service to minimize refund requests.

3.Quality Control:

  • Implement quality control measures to ensure service excellence and consistency.
  • Monitor customer feedback and take necessary actions to enhance service delivery.

4.Customer Training and Onboarding:

  • Facilitate customer training for new 3rd Party Lounge partners, ensuring they are well-informed about the lounge service.
  • Support the Business Operation Specialist in conducting training programs for staff to enhance customer interactions.

5.Customer Engagement Strategy:

  • Contribute to the development and execution of a comprehensive customer engagement strategy.
  • Collaborate with cross-functional teams to enhance customer experience initiatives.

About you :-

  • Bachelor's degree in Business Administration, Marketing, or a related field.
  • Proven experience in lounge operations and customer engagement including 3rd party lounge operations or a similar role with expertise in lounge service management being advantageous.
  • Excellent communication and interpersonal skills to interact effectively with customers.
  • Strong problem-solving abilities to address customer inquiries and concerns.
  • Empathy and a customer-centric approach to deliver exceptional experiences.
  • Knowledge of customer feedback mechanisms and the ability to translate feedback into actionable improvements.
  • Familiarity with refund management and customer retention strategies.
  • Ability to conduct customer training sessions and facilitate onboarding for new 3rd Party Lounge partners.
  • Collaborative mindset to work with cross-functional teams on customer engagement initiatives.
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