Job Description

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Position TitleCustomer Relations SupportRole Purpose * Oversee and resolve all types of customer feedback, consist of enquiries, compliments and complaints, ensuring a positive experience for Malaysia Airlines passengers.

• Assist the Assistant Manager of Customer Relations with analysis, data management, monitoring, and reporting to drive continuous improvement.
• Provide accurate and timely responses to customer feedback, ensuring excellent customer service and proactive engagement.
• Work closely with other business units to address root causes and minimize repeat issues, fostering a collaborative approach to customer satisfaction.

Key Accountabilities * Act as the key liaison for Customer Relations based in the UK office, overseeing and managing all complaints, including legal/regulatory cases, from the UK and European region, and ensuring timely resolution.

• Provide support and assistance to the UK Regional Manager and Europe Sales team in managing legal cases received at the UK and Europe office.
• Maintain all reporting and record-keeping in compliance with UK, Malaysia Civil Aviation (CAA and MAVCOM), and other regulatory requirements.
• Work with the headquarters in Kuala Lumpur to investigate and resolve customer relations and refund issues.
• Collaborate with the Finance and Legal teams to ensure prompt payment of refunds and compensation.
• Conduct and lead investigations with business areas.
• Meet target response and closure rates with high accuracy without backlogs.
• Provide consultation to business units on complaints and compensation amounts on matters related to CAA UK or other regulators based in Europe.
• Provide monthly updates to the Assistant Manager/Manager on expenditures related to compensation payouts, regulatory payments, and legal case payments.
• To ensure all data accurately updated in complaints management system (Guest Tracking System)
• Provide training and mentorship for new hires in the Customer Relations department based in the UK office.
• Ensure effective dispensation of compensation payouts based on the recovery matrix and commensurate with service disruptions experienced by customers align with CAAP (Corporate Authority Approving Policy)
• Identify key process re-engineering opportunities through the analysis of high-profile feedback and propose improvements to all business units.
• Carry out any other tasks assigned by the immediate supervisor.

Qualification: * Degree Field of Study: Bachelor of Education, Aviation, Arts, Mass Communications, TESL,Business/Management , Legal

• Working Experience: 1-2 years preferably with airlines complaints management, public relations, Airlines Reservation & Ticketing
• Diploma Field of Study: Bachelor of Education, Aviation, Arts, Mass Communications, TESL, Business/Management, Legal
• Working Experience: 3-4 years preferably with airlines complaints management, public relations, Airlines Reservation & Ticketing

Skills & Knowledge * Ability to work under pressure and handle stressful situations calmly, with excellent problem-solving skills to turn challenging situations into successful outcomes.

• Strong oral, written, presentation, and facilitation skills in English. Capable of expressing and articulating empathy effectively in writing.
• Proficient in Microsoft Office applications.
• Knowledge in airline reservation and ticketing, airline contact center operations, and experience in managing baggage claims.

Malaysia Airlines