Executive, Journify Customer Support

3 weeks ago

Kuala Lumpur, Malaysia Malaysia Airlines Full time

**Reports To**:

- Manager Operations & Customer Support

**Role Purpose**:

- Responsible to assist Senior Executive of JCS to do investigation, analysis, data management and reporting. Expected to provide excellent customer service & experience by delivering accurate and timely response to feedback request/escalated cases. Where possible to proactively stay connected with customers. Internally to work closely with other Business Unit and resolve root cause issues to minimize repeat breakages, where possible.

**Key Accountability**:

- Serve as the support team for escalation customer touch point, providing expert guidance and support to the vendor & other BU’s on matters concerning product, reservation and ticketing, and service-related issues.
- Evaluate customer enquiries and concerns within the business units internally, working with cross-functional teams to develop a resolution
- Manage vendor relationships, ensuring all vendors meet the company's expectations and deliver high-quality products and services
- Oversee and ensure that critical communications and information dissemination for customer support are executed promptly, and accurately in both routine and crises.
- Analyse customer feedback and data to identify trends and areas for improvement.
- Collaborate with cross-functional teams to develop and implement new initiatives and programs to enhance the customer support experience.
- Any other tasks and responsibilities that management may periodically assign.

**Qualification & Experience**:

- Bachelor's degree / Diploma in business administration, marketing, or a related field
- Special/Professional Certificate : Certificate in customer service or a related field.

**Years of Experience**:

- 3 years of experience working in the aviation industry or a related field

**Areas of Experience**:

- Proficient in written and verbal communication, with a background in Reservation & Ticketing providing an added advantage

**Personality Traits**:

- Communication Skills: Strong verbal and written communication skills to effectively convey information, listen actively to customers, and articulate solutions clearly and concisely.
- Problem-Solving Skills: Aptitude for identifying root causes of customer issues, analyzing complex situations, and proposing practical solutions to resolve problems efficiently.
- Adaptability: Flexibility to adjust communication style and problem solving approach based on individual customer needs, preferences, and communication channels.
- Positivity: Optimistic attitude and enthusiasm for helping customers, maintaining a positive demeanor even in difficult situations, and striving to leave customers feeling satisfied and valued.
- Resilience: Ability to handle high-pressure situations, cope with rejection or criticism, and bounce back from setbacks to maintain a strong commitment to customer service excellence.
- Teamwork: Collaboration with colleagues and willingness to support and assist team members, contributing to a positive and supportive work environment.
- Customer Focus: Dedication to putting the needs and interests of customers first, prioritizing their satisfaction and loyalty as the primary goal of all customer interactions.

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