Executive, Customer Relations
5 months ago
**Reports To**
- Assistant Manager and Senior Executive, Customer Relations (Feedback Management & Operation)
**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 Accoiuntability**
- 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.
- 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
- Ensure pro-active customer management in all customer interactions
- 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 & Experience**
- Bachelor of Education, Aviation, Arts, Mass Communications, TESL, Business & Management, Legal, etc. with 1-2 years experience in Complaint Management, Public Relations,Airlines Reservation and Ticketing
- Diploma 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
**Skills & Knowledge**
- Ability to work under fire/pressure; handle stressful situations in a calm manner with an excellent problem-solving skills to make a challening situation successful.
- Good communication skills: oral, written, presentation, facilitation (in both English and Bahasa Malaysia). Able to express and articulate empathy in writing.
- 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.
-
Executive, Customer Relations
5 months ago
Kuala Lumpur, Malaysia Malaysia Airline Full time**Job Title**: Executive, Customer Relations **Reports To**: Assistant Manager and Senior Executive, Customer Relations **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...
-
Executive, Customer Relations
5 months ago
Kuala Lumpur, Malaysia Malaysia Airline Full time**Position Title** - Executive, Customer Relations **Reports To** - Assistant Manager and Senior Executive, Customer Relations (Feedback Management & Operation) **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...
-
Executive, Customer Relations
5 months ago
Kuala Lumpur, Malaysia Malaysia Airlines Full time**Reports To**: Assistant Manager and Senior Executive, Customer Relations **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...
-
Customer Relations Executive
5 months ago
Kuala Lumpur, Malaysia Mayflower Group Full time*** To represent Mayflower in a professional manner to service all client enquiries and operational requests and in a timely fashion. CS Executives are responsible to create a good & lasting impression to clients based on their interactions with CS team members. **MAJOR RESPONSIBILITIES** - Maintain and develop meaningful relationships with existing and...
-
Customer Relation Executive
5 months ago
Kuala Lumpur, Malaysia Mayfair Wellness Sdn. Bhd. Full time**Requirements** - Minimum Degree Holder in Business or relevant scope. - Minimum 3 years’ experience in Customer Services in Calls Centre or via face to face. - Strong command of the English Language, Bahasa Malaysia & Mandarin in writing and verbally. - Excellent/moderate User for Microsoft Word and Excel, - Advantage if possess knowledge on using...
-
Operations Executive
5 months ago
Kuala Lumpur, Malaysia Carleton Executive Search Full timeThe Operation Executive will assist with both Warehouse and related customer service. **Qualifications/Experience**: - 1-2 Year(s) of working experience in the related field is required for this position. - Fresh graduates or high school leavers without any working experience will be considered too. **Job Requirements**: - Meticulous and detailed...
-
Operations Executive
5 months ago
Kuala Lumpur, Malaysia Carleton Executive Search Full time**OPERATION EXECUTIVE** **Report to Assistant Operation Manager** The Operation Executive will assist with both Warehouse and related customer service. Qualifications/Experience: - 1-2 Year(s) of working experience in the related field is required for this position. - Fresh graduates or high school leavers without any working experience will be...
-
Customer Relations Executive
5 months ago
Kuala Lumpur, Malaysia Tenby Schools Setia Eco Park Full time**Description** A Great Opportunity in Malaysia Awaits Purpose of Role: We are looking for a Customer Relations Executive to join our team to build and maintain strong relationships with parents, ensuring their needs and concerns are addressed promptly and professionally. To support and assist team lead to deliver excellent customer service and achieve...
-
Operation Executive
4 months ago
Kuala Lumpur, Malaysia Carleton Executive Search Full timeThe Operation Executive will assist with both Warehouse and related customer service. Qualifications/Experience: - 1-2 Year(s) of working experience in the related field is required for this position. - Fresh graduates or high school leavers without any working experience will be considered too. Job Requirements: - Meticulous and detailed orientated -...
-
Customer Relations Executive
5 months ago
Kuala Lumpur, Malaysia WTC Automotif (M) Sdn Bhd Full time**Position Overview**: **Key Responsibilities**: - **Inquiry Handling**: Respond promptly to customer inquiries, complaints, and feedback regarding automotive products, services, pricing, availability, and delivery timelines. Provide accurate information, resolve issues effectively, and escalate complex cases to the appropriate departments or management as...
-
Customer Relations Executive
5 months ago
Kuala Lumpur, Malaysia WTC Automotif (M) Sdn Bhd Full time**Position Overview**: **Key Responsibilities**: - **Inquiry Handling**: Respond promptly to customer inquiries, complaints, and feedback regarding automotive products, services, pricing, availability, and delivery timelines. Provide accurate information, resolve issues effectively, and escalate complex cases to the appropriate departments or management as...
-
Customer Relations Executive
5 months ago
Kuala Lumpur, Malaysia TC Management Services Corporation Sdn Bhd Full time**Job responsibilities**: 1. Drive customer satisfaction through complaint and enquiries handling - Complain is resolved within the set timeline - Follow up until closure and root cause for all complaint cases is identified to facilitate customer's recovery 2. Proactive in customer recovery by following through feedback received via NSSS & improve SSI...
-
Japanese Speaking Customer Relations Executive
5 months ago
Kuala Lumpur, Malaysia Pasona Malaysia Full time**Job ID** **22785** **Position Title** - Japanese Speaking Customer Relations Executive **Industry** - Healthcare/Medical/Biotechnology/Pharmaceutical - Building and maintain relationship with customer. - Supporting Japanese client in arranging appointment/treatment in hospital/clinics in KL. - Providing translation/interpretation service to customers. -...
-
Manager, Customer Relations
5 months ago
Kuala Lumpur, Malaysia Malaysia Airline Full time**Job Title**: - Manager, Customer Relations **Reports To**: - Senior Manager, Airlines Customer Relations **Role Purpose**: - The Customer Relations Manager at Malaysia Aviation Group plays a pivotal role in driving customer relations strategies across all affiliated airlines, under the guidance of the Senior Manager, Airlines Customer Relations. -...
-
Customer Relation
5 months ago
Kuala Lumpur, Malaysia Griffy Technology Full time**Customer Relation** Discover your true potential and build your career with Griffy Technology. We are looking for capable and driven talents to join us in our passion for progress and grow in start-up ecosystem. **Responsibilities** - Being knowledgeable with our products will enable you to respond to inquiries. - Responding promptly to client or...
-
Manager, Customer Relations
5 months ago
Kuala Lumpur, Malaysia Malaysia Airlines Full time**Reports To**: - Senior Manager, Airlines Customer Relations **Role Purpose**: - The Customer Relations Manager at Malaysia Aviation Group plays a pivotal role in driving customer relations strategies across all affiliated airlines, under the guidance of the Senior Manager, Airlines Customer Relations. - Reporting directly to the Senior Manager, this...
-
Customer Service
5 months ago
Kuala Lumpur, Malaysia Carleton Executive Search Full time**OPERATION EXECUTIVE** **Report to Assistant Operation Manager** The Operation Executive will assist with both Warehouse and related customer service. Qualifications/Experience: - 1-2 Year(s) of working experience in the related field is required for this position. - Fresh graduates or high school leavers without any working experience will be...
-
Customer Relation Management Executive
5 months ago
Kuala Lumpur, Malaysia Recruit Excella Sdn.Bhd. Full time**Overview** **Job Scope** Full Time (On-Site) **Salary** RM 4000.00 - RM 5000.00 (Depending On Experience) **Strategic CRM Development** - Assist in crafting and implementing comprehensive CRM strategies, including annual planning. **Data Management** - Ensure customer data integrity within the CRM system. - Oversee the management of member...
-
Customer Relations Specialist
1 month ago
Kuala Lumpur, Kuala Lumpur, Malaysia Talent Recruit Full timeJob OverviewTalent Recruit is seeking a highly skilled and motivated Customer Relations Executive to join our team. As a key member of our support team, you will play a vital role in ensuring the smooth delivery of our services to our Japanese clients.Key ResponsibilitiesProvide exceptional customer service and support to Japanese clients, including...
-
Customer Relations Executive
7 months ago
Kuala Lumpur, Malaysia Cardsys Sdn Bhd Full timeBuild and maintain strong relationship with customers, understanding their needs, preferences and concerns. - Monitor and track closely customers activities. - Develop deep understanding of company products and service. - Collect, analyse and report customer’s feedback, complaints, and suggestion. - Customers retention, ensure their satisfaction and...