Manage and coordinate the resolution of customer issues from various distribution channels using professional judgment, accountability, and effective delegation. Analyse overall customer service performance and provide recommendations for new policies and practices to enhance customer satisfaction.
Essential Position Functions
Coach, mentor, and nurture team members involved in the feedback management process.
Identify team strengths and weaknesses and monitor training processes and arrangements.
Manage day-to-day feedback according to General Procedure - Feedback Management and SOP and escalate issues to the respective case owner, track progress, and ensure accountability and completion.
Handle all escalated communications in a professional and positive manner.
Manage complex or escalated customer issues that cannot be resolved by the initial support team.
Oversee feedback management within the stipulated Service Level Agreement (SLA) as outlined in the General Procedure - Feedback Management and SOP using application systems.
Manage, attend to, and reply to customer issues received via all public channels.
Analyse overall customer service practices and recommend new policies and practices to improve service delivery.
Analyse customer feedback data, identify trends, and provide recommendations during management meetings or relevant industry platforms.
Measure customer satisfaction scores to increase productivity and satisfaction.
Stay abreast of contemporary customer service practices in the airport industry.
Assign tasks involved in resolving customer issues across the organisation.
Key Challenges
Managing multiple stakeholders via coordination and multiple engagement to ensure they understand and look after every feedback in a serious manner. The feedback management team must prioritize issues in a way that addresses the most critical and impactful concerns while maintaining stakeholder satisfaction.
Ensuring adherence to the SLAs which involves regularly reviewing performance metrics and identifying any deviations from agreed-upon standards.
Identifying gaps and provide regular training sessions and updates to keep everyone informed and aligned with the expected service levels.
Skills
Able to work independently with minimum supervision.
Excellent communication and interpersonal skills.
Customer service oriented with a pleasant personality.
Fluent in both written and spoken English and Bahasa Malaysia.
Computer literate.
Relevant Industries
EXTERNAL
Degree holder with a minimum of 3 years relevant working experience.
Customer service/Hospitality
Airline & Aviation
Telecommunications
Education
INTERNAL
Degree / Diploma / Certificate; preferably with specialization in Mass Communication or equivalent OR
SPM Certificate with:
Bahasa Malaysia - Credit
English - Pass
Mathematics - Pass
Education
EXTERNAL
Degree preferably with specialisation in Customer Service/Relationship Management/Hospitality or equivalent
Additional Information
Open for Malaysian citizens only.
Please be reminded that only online applications will be entertained.
