Job Description

Job Title

Executive, Customer Experience & Operations

Reports To

Assistant Manager, Customer Experience & Operations

Role Purpose

Responsible for account management, implementation, and act as solution provider for internal clients in MAG Group and to 3rd party customers. To assist in identifying new business opportunities, revolutionize business processes, and execute business to ensure the implementation of the strategies in generating revenue, improve profitability and help the business grow.

Key Accountability

• Act as the main point of contact in all matters relating to client concerns and needs.
• Responsible for keeping track of customer journeys, interacting with customers across channels and platforms, and coordinating with all internal stakeholders such as training content or course outline, training development, sales, marketing, account management and other related, as to keep fine-tuning the customer\'s experience.
• Responsible in assisting communication plan and provide product/training briefings to all internal stakeholders.
• Assist customer experience and training operations activities, development, and evaluation of revenue generation strategic initiatives, and ensures communication to the other departments involved with decision-making and implementation based on strategic planning analyses.
• Aligning customer experience strategies with marketing initiatives, as well as informing customers about new product features and functionalities.
• Identifying customer needs and taking proactive steps to maintain positive experiences, evaluating after-sales and support services, and facilitating improvements.
• Establish account management plan to conduct regular performance review and maintain accurate client records, keeping track of any contract updates and renewals.
• Execute a thorough understanding of MABA\'s products and service offerings to better cross-sell to clients.
• Execute contract implementation activities to ensure MABA meets the operational excellence as per requirement.
• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
• Documenting processes and logging training related issues, as well as customer compliments and complaints.
• Work with sales & marketing team and other internal teams to execute strategic plans and ensure KPIs are being met as to enhance customer services and brand awareness.
• Assist sales team on 3rd party revenue generation activities.
• Build and strengthen client relationships to achieve long-term partnerships.
• Assist in various projects/initiatives support the business objectives together with monitor and track the progress of the projects, and recommend corrective actions where variances are found.
• Focus on sales growth strategies through prospecting including cold calls and meeting the new/existing customer to build long-lasting relationships. Build and maintain excellent relationships with clients and prospects.
• Analyse customer needs with the current market trend and liaise with customers to analyse their needs.
• Participate trade exhibitions, conferences, and meetings in acquiring new knowledge and market requirements.

Qualifications & Working Experience

A bachelor\'s degree in marketing, communications, advertising, business management, finance or in a related field with at least 3 - 4 years experience as a customer experience specialist, or a similar customer support role.

Areas of Experience

• Extensive experience in gathering and interpreting customer experience information is a bonus.
• Solid knowledge of online customer engagement platforms and channels is an advantage.

Malaysia Airlines