Manager, Customer Relations

6 days 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.
- Reporting directly to the Senior Manager, this position focuses on implementing customer-centric initiatives and managing day-to-day customer relations operations.
- The role requires a deep understanding of industry best practices, regulatory compliance, and effective communication methods to enhance customer experiences.

**Key Accountability**:

- Customer Communication Management: Execute customer communication strategies under the direction of the Senior Manager, ensuring clear and timely communication with customers across various channels. Assist in crisis communication efforts, tailoring responses to suit different scenarios.
- Policy Implementation Support: Support the implementation and evolution of customer-centricity policies established by the Senior Manager. Ensure frontline staff are trained on policy updates and practices to provide effective onsite recovery solutions.
- Complaints and Feedback Handling: Manage the resolution of customer complaints and feedback across all airlines within the group. Adhere to MAVCOM timelines and global consumer protection regulations while addressing customer concerns promptly and effectively.
- Team Support and Development: Provide support to the customer relations team, assisting in driving efficiency, productivity, and continuous improvement initiatives. Collaborate with the Senior Manager to foster a positive work environment and implement recognition programs.
- Escalation Management: Assist in managing high-profile feedback and escalations, working closely with the Senior Manager to resolve issues and provide appropriate compensation or recovery solutions.
- Policy Compliance Oversight: Ensure compliance with complaint and compensation systems, policies, and procedures. Assist in identifying areas for improvement and implementing necessary changes to enhance compliance and effectiveness.
- Innovative Solutions Implementation: Support the identification and implementation of innovative tools, channels, and methods to improve the efficiency and effectiveness of customer relations activities.
- Manpower Management: Design and implement entry-level screening and hiring processes to ensure alignment with performance standards. Strategize, plan, and implement an optimal mix of permanent, casual, and temporary workers to ensure efficient case closure within stipulated timeframes, minimizing backlog.
- Disciplinary Management/Employee Relations: Manage disciplinary actions as necessary to maintain high efficiency standards, including counseling and issuing warning letters when appropriate.

**Qualifications & Working Experience**:

- Degree: Bachelor of Education, Aviation, Arts, Mass Communications, TESL, Business & Management, Legal, etc. Minimum of 07 years of working experience in the leadership role at the following areas i.e. Customer Relations, Call Centre/Ticket Office, Customer Service, Public Relations.
- Diploma/SPM: Bachelor of Education, Aviation, Arts, Mass Communications, TESL, Business & Management, Legal, etc. Minimum of 09 years of working experience in the leadership role at the following areas i.e. Customer Relations, Call Centre/Ticket Office, Customer Service, Public Relations.
- 3-4 years of experience in Complaints Management /Dispute Resolution/Consumer Protection Law/Public Relations and Reservation/Ticketing and Baggage Claims Handling.

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