Associate III, Liaison

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Air Selangor Full time

JOB SUMMARY

Responsible for updating and sending water disruption information to customers (Selangor, Kuala Lumpur & Putrajaya) as well as to assist and provide support on any issues within the organization and work with the Outsource Call Center's Rezo team. In addition, to organize and arrange customer outreach activities and literacy program.

KEY DUTIES AND RESPONSIBILITIES

  • Responsible for updating water disruptions information into the relevant system within the time frame.
  • Responsible to follow up with the respective region to ensure that water disruption information is updated timely.
  • To ensure that all water disruption information is updated in the system (One Screen) and displayed on the Air Selangor mobile application and SMS is sent to the customer (if necessary) within the time frame.
  • To assist and work with the team (resolution team – business partners) to resolve all customer complaints and enquiries received from Air Selangor communication channels by providing appropriate response or escalate all unresolved cases and issues to relevant respective region or department.
  • Analyze, identifying and define Salesforce system for future enhancement - SLA 2 hours, SLA Case Type, Recurrent Cases by location & affected areas to improve customer experience.
  • Update One Screen and Dissemination SMS notification on scheduled and unscheduled disruptions.
  • Analyze and identify water disruption issues, trend & data on One Screen and Infobip for improvement.
  • Analyze to establish CASB Reso Team on follow up cases with region and consumer outbound call to improve customer experience.
  • Personalized visit on recurring cases domestic customers (hardcore, repeated and influencer) as advocates.
  • Sustainability rapport with domestic customers.
  • Coordinate Education and Awareness workshop on Customer Literacy (Air Selangor Initiatives & Product Knowledge)
  • Update Recurrent Pipe Burst by Q1, Q2, Q3 & Q4 on excel file.
  • Responsible for updating Liaison Monthly Report.
  • To ensure that all unscheduled water disruptions information is updated in the excel file and follow up cases report by daily basis.
  • Update ERP report (every 3 hours).
  • OBI update for Region Stakeholder Engagement Program & Outreach Program.
  • To update Water Disruption Status Report (3 times daily) and post to Head of Section and respective WhatsApp group.
  • Performs other duties and responsibilities as assigned by superior.

Minimum Qualifications

  • Bachelor's degree in Business or a related field or equivalent service years.
  • Preferably candidate with minimum 1 year experience in related field.
  • Best knowledge of principles of customer service and contact center operations and its best practices.
  • Microsoft Project, Outlook, and Office (Word, Excel, and PowerPoint).

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