Job description:
Position Title
Customer Relations Associate - EUR
Role Purpose
- Oversee and resolve all types of customer feedback received by London Customer Relations, consist of enquiries, compliments and complaints, via email ensuring a positive experience for Malaysia Airlines passengers.
- Manage Legal cases and Regulatory claims especially under EC261 and European Law
- Provide accurate and timely responses to customer feedback, ensuring excellent customer service and proactive engagement.
- Act as the key liaison for Customer Relations UK and Europe, overseeing and managing all complaints, including legal/regulatory cases, from the UK and European region, and ensuring timely resolution.
- Work closely with other business units to address root causes and minimize repeat issues, fostering a collaborative approach to customer satisfaction.
- Assist the Assistant Manager of Customer Relations at Head Quarters in Kuala Lumpur with analysis, data management, monitoring, and reporting to drive continuous improvement.
Key Accountabilities
- Overseeing and managing all complaints, including legal/regulatory cases, from the UK and European region, and ensuring timely resolution.
- Conduct and lead investigations in business areas.
- Work with the headquarters in Kuala Lumpur to investigate and resolve customer relations and refund issues.
- Meet target response and closure rates with high accuracy without backlogs.
- Collaborate with the Finance and Legal teams to ensure prompt payment of refunds and compensation.
- 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 internal CAAP (Corporate Authority Approving Policy)
- Maintain all reporting and record-keeping in compliance with UK/ EU Commission, Malaysia Civil Aviation (CAA and MAVCOM), and other regulatory requirements.
- 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.
- Provide support and assistance to the UK Regional Manager and Europe Sales team in managing legal cases received at the UK and Europe office.
Qualification & Experience:
- Degree Field of Study: Bachelor of Education, Aviation, Arts, Mass Communications, TESL, Business/Management , Legal with 1-2 years of work experience preferably with airlines complaints management, Legal, EU & Regulatory knowledge, Airlines Reservation & Ticketing Or
- Diploma Field of Study: Bachelor of Education, Aviation, Arts, Mass Communications, TESL, Business/Management, Legal with 3-4 years of work experience preferably with airlines complaints management, , Legal , EU & Regulatory knowledge, , Airlines Reservation & Ticketing
