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(Customer Relations Associate UK/EUR)

Malaysia Airlines • Full-time • Greater London, GB • 3d ago

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

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