Assistant Manager, Complaint Assistance, Customer

**JOB SUMMARY**

Responsible to manage daily operations of the mobile app enquiry channel. Perform strategic analysis of the current processes by improving the operational activities along the value chain. Create a high-performance team that produces consistent results benefiting the overall department and organisation. Increase efficiency in responding to customers via Help Centre and AIRRA. To elevate service delivery standards by supporting the improvements on the digital channel that boost customer satisfaction towards Air Selangor. Responsible in managing and developing engagement strategies to empower the Community Engagement Sub-Unit. Setting up goals and KPI. Strategic planning of the team operation, which involve Air Selangor stakeholders, government agencies, PBT, NGOs, Key Influencers, etc. Responsible for monitoring the sub-unit’s performance that contributes to the overall department’s achievement.

**KEY DUTIES AND RESPONSIBILITIES**
- Perform analysis, formulate strategy, and understand the factors impacting the daily operations in improving the efficiency of the current processes.
- Oversee daily operations of managing enquiries received via Help Centre and AIRRA, and ensure the responses are within SLA.
- Highlight cases received from high-profile customers to other units / departments / regions in resolving the complaints.
- Develop a sustainable and empowering engagement plan to foster relationship with various stakeholder groups.
- Set and review the Key Performance Indicators (KPI) for Complaint Assistance Sub-Unit and Community Engagement Sub-Unit and align with unit / section / department’s goals.
- Provide input and feedback from Help Centre and AIRRA channels and support other sub-unit in developing and enhancing Air Selangor app.
- Analyse the performance of both sub-units for further improvement in line with company vision and mission.
- Compile, review and contribute to the knowledgebase / FAQ library for the development of Air Selangor Chatbot.
- Monitor team performance and submit KPI updates monthly.
- Provide customer-related operations support to unit / section / department activities.
- Plan and organize the functions of Community Engagement Sub-Unitto achieve the performance and KPI set.
- Build rapport & meaningful relationship with ADUN, PBT, NGO, Commercial & Govt Agencies.
- Plan and organize targeted community programmes and engagement activities with stakeholder groups. (Focus Group)
- Oversee and control of the regional budget for programmes.
- Develop fixed interactions & dialogues with key influencers to ensure stronger relationship.
- Plan, coordinate, manage and work with CX Region on the implementation of programmes with stakeholder.
- Gauge effectiveness of engagement programmes / activities via surveys. (Pulse Survey)
- Plan, organize and monitor timely submission of reports.
- Other duties as needed or required.

Pay: RM5,500.00 - RM9,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Company car
- Dental insurance
- Flexible schedule
- Free parking
- Gym membership
- Health insurance
- Maternity leave
- Meal allowance
- Opportunities for promotion
- Parental leave
- Professional development
- Vision insurance

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

**Education**:

- Bachelor's (preferred)

**Experience**:

- Customer support: 7 years (preferred)
- , digital communication, complaint management: 7 years (preferred)
- managing and leading a small-sized team: 3 years (preferred)
- organizing group engagement activities: 1 year (preferred)