934 Customer Relations jobs in Malaysia

Job Title

Executive, Customer Relations

Reports To

Assistant Manager and Senior Executive , Customer Relations

Role Purpose

• Responsible to assist Assistant Manager and Senior Executive of Customer Relations to perform analysis, data management, monitoring and reporting.
• Expected to provide excellent customer support by delivering accurate and timely responses to customer's feedback.
• Where possible to proactively stay connected with customers. Internally to work closely with other Business Units and resolve root cause issues to minimize repeat breakages, where possible.
  
  

Key Accountabilities

• Responsible to assist Assistant Manager and Senior Executive.
• Manage all customers' feedback and service recovery.
• Manage walk in and call in passengers as assigned by Assistant Manager / Manager Customer Relations.
• Ensure pro-active customer management in all customer interactions.
• Conducting and leading investigation with business areas as well as ensuring that service recovery guidelines and payouts are in line with CAAP and Customer Relations Compensation Matrix.
• Seek validation and approval for all letters and claims to customers assigned, based on CAAP (Corporate Approving Authority Policy).
• Ensures target response and closure rates are met, with high accuracy of data input for each case.
• Perform service quality checks.
• Driving individual closure rate performance within the respective teams. Managing speed of response within the given timeline and in accordance to regulatory requirements.
• Ensuring effective dispensation of compensation payouts based on the recovery matrix in place and commensurate to the service breakages experienced by customers.
• Active participation in special departmental and inter-departmental improvement projects.
• Identifying key process re-engineering opportunities through analysis of customer feedback to propose change/improvement within all Business Units.
• To carry out any other task as assigned by the immediate Supervisor.
  
  

Qualification & Working Experience

• Degree in Education, Aviation, Arts, Mass Communications, TESL, Business & Management, Legal etc. with 1-2 years of working experience in Complaint Management, Public Relations, Airlines Reservation and Ticketing.
• Diploma in Education, Aviation, Arts, Mass Communications, TESL, Business & Management, Legal, etc. with 3-4 years of working experience in Complaint Management, Public Relations, Airlines Reservation and Ticketing.
  
  

Skills & Knowledge

• Ability to work under fire/pressure; handle stressful situations in a calm manner with an excellent problem-solving skills to make a challenging situation successful.
• Good communication skills: oral, written, presentation, facilitation (in both English and Bahasa Malaysia). Able to express and articulate empathy in writing.
• Good knowledge of Microsoft Office applications.
• Added advantage to have knowledge in airline reservation and ticketing, call centre and customer service.
  
  

Key Challenges

• Having to deal with repeated complaints from the same customers whose expectation are high vs customer feedback recovery guidelines to win customers' confidence with Malaysia Airlines when we fail to deliver.
• Ability to manage difficult and demanding customers from all walks of life.
• Multiple issues involving different business areas - a challenge to have timely and accurate findings.

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JOB PURPOSE

The position is responsible for executing and ensuring satisfactory customer service in the company through implementing & monitoring customer service programs, managing a customer service centre, looking after and addressing customers’ needs and requirements, and improving client services at all times.

JOB RESPONSIBILITIES

• Oversee the daily operations of the One-Stop Customer Service Centre and ensure comprehensive customer care is delivered across the yard from contract award to project completion. This includes managing client office setup and maintenance, logistics, accommodation, manpower supply, visa and immigration services, travel arrangements, administrative support, event coordination, and more to ensure a pleasant and memorable client experience at MMHE.
• Monitor customer service for each awarded project and promote a customer-focused and service-oriented approach among team members to maintain high levels of client satisfaction and enhance MMHE's reputation.
• Coordinate with and manage approved service providers (e.g. hotels, transportation, couriers, visa agents, travel agencies, cabin suppliers, office equipment vendors) to ensure quality service delivery aligned with MMHE’s customer care standards.
• Maintain well-equipped and professional client office facilities to provide customers with high-standard accommodations comparable to top industry players.
• Implement Customer Relationship Management (CRM) initiatives to build and maintain strong relationships with Marine Business clients, including potential customers and relevant local or international bodies, to enhance MMHE’s corporate image.
• Support visits from potential customers/clients and assist other MMHE business units (e.g. Marine Repair, Engineering & Constructions, Corporate Communications).
• Oversee and support the use of MMHE’s customer feedback system to gather insights, understand client expectations, and enhance overall customer satisfaction and service quality.
• Assist in organizing and supporting various internal and external events such as ship staff dinners, naming ceremonies, sports events, re-delivery celebrations, and customer-focused campaigns to build rapport and promote team spirit.
• Maintain and update a centralized Client Profile database with detailed, up-to-date customer information to support management in strengthening business relationships and exploring new opportunities.
• Source and share relevant customer relationship insights from journals and publications to keep internal stakeholders informed and aligned.
• Foster a positive, professional, and collaborative work environment within the Customer Relations Office to support a high-performance culture and strong team cohesion.
• Promote and support Health, Safety, and Environment (HSE) initiatives in line with MMHE’s policies and industry standards to ensure compliance and encourage a strong HSE culture within the department.

REQUIREMENTS

• Candidates must possess at least a Diploma or a Bachelor's Degree in a relevant field.
• Minimum of 1 year of experience in Marine Repair, Customer Relations, Oil & Gas, Engineering, or a related industry.

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Job Title

Executive, Customer Relations

Reports To

Assistant Manager and Senior Executive , Customer Relations

Role Purpose

Responsible to assist Assistant Manager and Senior Executive of Customer Relations to perform analysis, data management, monitoring and reporting. Expected to provide excellent customer support by delivering accurate and timely responses to customer's feedback. Where possible to proactively stay connected with customers. Internally to work closely with other Business Units and resolve root cause issues to minimize repeat breakages, where possible.

Key Accountabilities

Responsible to assist Assistant Manager and Senior Executive. Manage all customers' feedback and service recovery. Manage walk in and call in passengers as assigned by Assistant Manager / Manager Customer Relations. Ensure pro-active customer management in all customer interactions. Conducting and leading investigation with business areas as well as ensuring that service recovery guidelines and payouts are in line with CAAP and Customer Relations Compensation Matrix. Seek validation and approval for all letters and claims to customers assigned, based on CAAP (Corporate Approving Authority Policy). Ensures target response and closure rates are met, with high accuracy of data input for each case. Perform service quality checks. Driving individual closure rate performance within the respective teams. Managing speed of response within the given timeline and in accordance to regulatory requirements. Ensuring effective dispensation of compensation payouts based on the recovery matrix in place and commensurate to the service breakages experienced by customers. Active participation in special departmental and inter-departmental improvement projects. Identifying key process re-engineering opportunities through analysis of customer feedback to propose change/improvement within all Business Units. To carry out any other task as assigned by the immediate Supervisor.

Qualification & Working Experience

Degree in Education, Aviation, Arts, Mass Communications, TESL, Business & Management, Legal etc. with 1-2 years of working experience in Complaint Management, Public Relations, Airlines Reservation and Ticketing. Diploma in Education, Aviation, Arts, Mass Communications, TESL, Business & Management, Legal, etc. with 3-4 years of working experience in Complaint Management, Public Relations, Airlines Reservation and Ticketing.

Skills & Knowledge

Ability to work under fire/pressure; handle stressful situations in a calm manner with an excellent problem-solving skills to make a challenging situation successful. Good communication skills: oral, written, presentation, facilitation (in both English and Bahasa Malaysia). Able to express and articulate empathy in writing. Good knowledge of Microsoft Office applications. Added advantage to have knowledge in airline reservation and ticketing, call centre and customer service.

Key Challenges

Having to deal with repeated complaints from the same customers whose expectation are high vs customer feedback recovery guidelines to win customers' confidence with Malaysia Airlines when we fail to deliver. Ability to manage difficult and demanding customers from all walks of life. Multiple issues involving different business areas - a challenge to have timely and accurate findings.

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JOB PURPOSE The position is responsible for executing and ensuring satisfactory customer service in the company through implementing & monitoring customer service programs, managing a customer service centre, looking after and addressing customers’ needs and requirements, and improving client services at all times. JOB RESPONSIBILITIES Oversee the daily operations of the One-Stop Customer Service Centre and ensure comprehensive customer care is delivered across the yard from contract award to project completion. This includes managing client office setup and maintenance, logistics, accommodation, manpower supply, visa and immigration services, travel arrangements, administrative support, event coordination, and more to ensure a pleasant and memorable client experience at MMHE. Monitor customer service for each awarded project and promote a customer-focused and service-oriented approach among team members to maintain high levels of client satisfaction and enhance MMHE's reputation. Coordinate with and manage approved service providers (e.g. hotels, transportation, couriers, visa agents, travel agencies, cabin suppliers, office equipment vendors) to ensure quality service delivery aligned with MMHE’s customer care standards. Maintain well-equipped and professional client office facilities to provide customers with high-standard accommodations comparable to top industry players. Implement Customer Relationship Management (CRM) initiatives to build and maintain strong relationships with Marine Business clients, including potential customers and relevant local or international bodies, to enhance MMHE’s corporate image. Support visits from potential customers/clients and assist other MMHE business units (e.g. Marine Repair, Engineering & Constructions, Corporate Communications). Oversee and support the use of MMHE’s customer feedback system to gather insights, understand client expectations, and enhance overall customer satisfaction and service quality. Assist in organizing and supporting various internal and external events such as ship staff dinners, naming ceremonies, sports events, re-delivery celebrations, and customer-focused campaigns to build rapport and promote team spirit. Maintain and update a centralized Client Profile database with detailed, up-to-date customer information to support management in strengthening business relationships and exploring new opportunities. Source and share relevant customer relationship insights from journals and publications to keep internal stakeholders informed and aligned. Foster a positive, professional, and collaborative work environment within the Customer Relations Office to support a high-performance culture and strong team cohesion. Promote and support Health, Safety, and Environment (HSE) initiatives in line with MMHE’s policies and industry standards to ensure compliance and encourage a strong HSE culture within the department. REQUIREMENTS Candidates must possess at least a Diploma or a Bachelor's Degree in a relevant field. Minimum of 1 year of experience in Marine Repair, Customer Relations, Oil & Gas, Engineering, or a related industry.

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Direct message the job poster from Malaysia Marine & Heavy Engineering JOB PURPOSE The position is responsible for executing and ensuring satisfactory customer service in the company through implementing & monitoring customer service programs, managing a customer service centre, looking after and addressing customers’ needs and requirements, and improving client services at all times. JOB RESPONSIBILITIES Oversee the daily operations of the One-Stop Customer Service Centre and ensure comprehensive customer care is delivered across the yard from contract award to project completion. This includes managing client office setup and maintenance, logistics, accommodation, manpower supply, visa and immigration services, travel arrangements, administrative support, event coordination, and more to ensure a pleasant and memorable client experience at MMHE. Monitor customer service for each awarded project and promote a customer-focused and service-oriented approach among team members to maintain high levels of client satisfaction and enhance MMHE's reputation. Coordinate with and manage approved service providers (e.g. hotels, transportation, couriers, visa agents, travel agencies, cabin suppliers, office equipment vendors) to ensure quality service delivery aligned with MMHE’s customer care standards. Maintain well-equipped and professional client office facilities to provide customers with high-standard accommodations comparable to top industry players. Implement Customer Relationship Management (CRM) initiatives to build and maintain strong relationships with Marine Business clients, including potential customers and relevant local or international bodies, to enhance MMHE’s corporate image. Support visits from potential customers/clients and assist other MMHE business units (e.g. Marine Repair, Engineering & Constructions, Corporate Communications). Oversee and support the use of MMHE’s customer feedback system to gather insights, understand client expectations, and enhance overall customer satisfaction and service quality. Assist in organizing and supporting various internal and external events such as ship staff dinners, naming ceremonies, sports events, re-delivery celebrations, and customer-focused campaigns to build rapport and promote team spirit. Maintain and update a centralized Client Profile database with detailed, up-to-date customer information to support management in strengthening business relationships and exploring new opportunities. Source and share relevant customer relationship insights from journals and publications to keep internal stakeholders informed and aligned. Foster a positive, professional, and collaborative work environment within the Customer Relations Office to support a high-performance culture and strong team cohesion. Promote and support Health, Safety, and Environment (HSE) initiatives in line with MMHE’s policies and industry standards to ensure compliance and encourage a strong HSE culture within the department. REQUIREMENTS Candidates must possess at least a Diploma or a Bachelor's Degree in a relevant field. Minimum of 1 year of experience in Marine Repair, Customer Relations, Oil & Gas, Engineering, or a related industry. Seniority level

Seniority level Executive Employment type

Employment type Contract Job function

Job function Other and Strategy/Planning Industries Oil and Gas Referrals increase your chances of interviewing at Malaysia Marine & Heavy Engineering by 2x Get notified about new Customer Relations Executive jobs in

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About the job (A) Manager, Customer Relations

Job Purpose
· The Manager, CRM is responsible for development, execution, and continuous refinement of multi-channel Consumer Relations and the development of programs, roadmaps, and Consumer Relation strategies. The CRM Manager focuses on the loyalty and retention marketing strategies.

· The Manager, CRM has a clear understanding of how to leverage consumer behavioural, lifestyle, transactional, and demographic data in order to deliver relevant marketing programs through multiple communication channels with a vision of growing consumer loyalty and increasing their lifetime value to the business.

· The Manager, CRM demands extensive cross-functional collaboration, good communication skills, excellent project managerial skills, creative skills, and a process-focused aptitude that will enable the CRM Manager to effectively execute multiple responsibilities and deliverables.

Education / Professional Qualification
• Minimum Diploma / Degree in relevant field of studies

Professional Experience
· Minimum 3 years of sales experience from the hospitality / customer focused industry
· Preference will be from the automotive industry
· Performance focused marketing and / or sales background
· Team management experience

COMPETENCIES
1. Technical
· Computer literate
· Well versed in the automotive industry

2. Leadership
· Integrity, initiative and enthusiasm
· Motivated and committed to development
· Interpersonal and communication skills (verbal and written)
· Organisational skills
· Appropriate language skills

IMPACT / ACCOUNTABILITY
Coverage : All branches
· No revenue or profit responsibility

JOB CONTENT
· Develop and implement customer retention processes with a primary focus on car sales conversion across functions.
· Implement Group’s retention activities and set performance as the benchmark for the Malaysia dealer network.
·Ensures that customers receive the quickest service possible.
·Assists representatives in handling disappointed customers.
·Determines a course of action to resolve customer problems.
·Interacts with customers using phone, fax, email, the company website and in person.
·Provides assistance to representatives during extremely busy times.
·Ensures that customer service representatives follow all company policies and procedures when dealing with customers.
·Takes customer complaints to upper management when necessary.
·Generates reports for upper management.
·Helps create, update and maintain call script for representatives.
·Maintains database of customers for follow up.
·Ensures a seamless process flow from the customer’s initial order to the delivery of products and services.
·Reviews customer evaluations in regards to service representatives’ work and looks for areas that need improvement.
·Listens to recordings of representatives interacting with customers and uses the recordings to enhance training or offer necessary correction.
·Trains representatives on new product and service offerings as well as special sales and promotions.
·Analyzes the results of direct mail marketing and email campaigns.
·Helps develop new products, services and promotions based on customer preferences.
·In charge of existing lead management systems.
·Participates in the formulation of the company’s strategic plan
· Integrate CRM-retention activities into the dealership’s current sales processes and work with sales teams and management on future development of CRM-retention strategies.
·Develop and maintain key relationships with sales, finance and marketing teams so as to ensure that sales opportunities are maximized.
·Utilize dealership marketing resources to establish a customer contact schedule which is appropriate, professional and timely.
·Look for innovative ideas to improve processes and practices.
·Liaise with marketing team to develop new communications which adapt to market conditions, new campaigns and enable the achievement of retention targets.
·Facilitate all interactions with customers i.e events, marketing campaigns
·Set goals and appraise performance, practices and processes of CRM activity.
·Report to relevant management and DP about operational issues and performance highlights on a regular and timely basis.
·Extract relevant customer data as provided and analyse data alongside Group’s systems to produce a list of prospects in a given time frame.
·Utilize dealership systems and communicate with finance/sales team and valuer to create a useful background for each prospect.
·Initiate contact with prospects using phone, email or postal mail.
·Conduct all necessary follow up with prospects using appropriate contact methods.
·Log the referral as a formal lead within CRM system ensuring that it is handled according to existing lead guidelines.
·Manage and monitor sales team to ensure that chances of conversion are maximized on a daily basis.
·Accurately record all steps of this process within Group’s CRM system.
·Log, monitor and measure data to provide regular feedback and to report on successes and conversions.
·Continuously review the entire process and make suggestions for more effective and innovative practices.
· To dress correctly according to Group's Corporate Standard at all times during business hours. Adhere to current attitude, behaviour and appearance polices to enhance the brand image.
·Ensure confidentiality of all sensitive materials and prevent unauthorised access to these materials.

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Job Title

Assistant Manager, Customer Relations

Reports To

Manager, Airlines Customer Relations

Role Purpose

The Assistant Manager, Customer Relations at Malaysia Aviation Group is a dynamic role focused on leading, managing, and supervising the Customer Relations team to ensure efficient and effective operations. This role involves overseeing the end-to-end management of high-profile cases, managing customer engagement during flight disruptions and challenging passenger situations, and implementing process improvements. The Assistant Manager also plays a crucial role in inter-departmental collaboration to address root causes and reduce recurring issues.

Key Accountability

• Performance and Productivity Management: Lead team productivity, ensuring all KPIs are met timely. Manage and supervise individual team member deliverables.
• High-Profile Case Management: Oversee the complete management of high-profile cases, including direct engagement with affected customers and coordination with relevant departments.
• Operational Efficiency and Process Improvement: Address and implement necessary process changes for smooth operations. Manage administrative and disciplinary aspects of the team.
• Quality Control and Compliance: Ensure high accuracy in data input and manage response and closure rates. Drive overall response quality, adhering to MAVCOM audit standards.
• Cross-Functional Collaboration: Liaise with various business units to investigate and resolve complaints, sharing feedback for internal improvements.
• Customer Feedback Analysis: Analyze customer complaints and share statistics for internal improvement and strategy development.
• Complaints Resolution Consultancy: Provide expert consultancy on complaints resolution, especially for region-specific cases (e.g., North Asia, South Asia, Europe, ASEAN).
• Compensation and Claims Management: Authorize compensation in line with Customer Relations Compensation Recovery Matrix and CAAP. Manage and respond to senior management, insurance, legal, and MAVCOM related cases.
• Investigation Leadership: Lead investigations involving government agencies, legal and tribunal cases, collaborating with legal and insurance teams.
• Team Performance Monitoring: Monitor team performance against SLAs and manage high-profile or potential legal cases.
• Stakeholder Engagement: Proactively engage with advocates, top complainants, and high-profile customers. Manage relationships on fraud matters and business integrity.
• Operational Management: Handle productivity, operational, leave, and administration management.
• Innovation and Digital Projects: Lead digital and innovation projects within the unit, ensuring participation and effective implementation.
• To provide support and manage complaints including recovery after business hours when required.
  
  

Qualifications & Working Experience

• Bachelor of Education, Aviation, Arts, Mass Communications, TESL, Business/Management , Legal with 2-3 years of working experience 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 with 3-4 years of working experience preferably with airlines complaints management, public relations, Airlines Reservation & Ticketing.

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Join to apply for the Customer Relations Executive (Mandarin) role at Agensi Pekerjaan JobScoper Sdn. Bhd.

4 days ago Be among the first 25 applicants

Join to apply for the Customer Relations Executive (Mandarin) role at Agensi Pekerjaan JobScoper Sdn. Bhd.

• Customer Support & Service: Provide personalized service to high-value clients and assist with their banking needs via inbound call, email and live chat. Address and resolve escalated customer inquiries and complaints promptly.
• Operational Excellence: Monitor service metrics, identify process gaps, and suggest improvements. Ensure all documentation and account setup procedures adhere to banking regulations and internal policies.
• Compliance & Risk Management: Stay updated on banking regulations, policies, and procedures.
  
  

Job Responsibility

• Customer Support & Service: Provide personalized service to high-value clients and assist with their banking needs via inbound call, email and live chat. Address and resolve escalated customer inquiries and complaints promptly.
• Operational Excellence: Monitor service metrics, identify process gaps, and suggest improvements. Ensure all documentation and account setup procedures adhere to banking regulations and internal policies.
• Compliance & Risk Management: Stay updated on banking regulations, policies, and procedures.
  
  

Job Requirements

• Education: Diploma and SPM Graduate are welcomed.
• Experience in Customer Services  is preferred.
• Fluent in English and Mandarin
• Willing work in Rotational Shift.
  
  

Job Benefits

• Provided training.
• Near to Public Transportation.
• Allowance Provided
• 5 working days.
• EPF & SOSCO.
• Medical leave & Annual leave

Seniority level

• Seniority level Associate

Employment type

• Employment type Full-time

Job function

• Job function Customer Service
• Industries Human Resources Services

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Career Opportunities: Assistant Manager,Customer Relations (22199)

Requisition ID22199 -Posted -Kuala Lumpur International Airport -AB - Customer Management -AB - CEO's Office

The Assistant Manager, Customer Relations at Malaysia Aviation Group is a dynamic role focused on leading, managing, and supervising the Customer Relations team to ensure efficient and effective operations. This role involves overseeing the end-to-end management of high-profile cases, managing customer engagement during flight disruptions and challenging passenger situations, and implementing process improvements. The Assistant Manager also plays a crucial role in inter-departmental collaboration to address root causes and reduce recurring issues.

Key Accountability

• Performance and Productivity Management: Lead team productivity, ensuring all KPIs are met timely. Manage and supervise individual team member deliverables.
• High-Profile Case Management: Oversee the complete management of high-profile cases, including direct engagement with affected customers and coordination with relevant departments.
• Operational Efficiency and Process Improvement: Address and implement necessary process changes for smooth operations. Manage administrative and disciplinary aspects of the team.
• Quality Control and Compliance: Ensure high accuracy in data input and manage response and closure rates. Drive overall response quality, adhering to MAVCOM audit standards.
• Cross-Functional Collaboration: Liaise with various business units to investigate and resolve complaints, sharing feedback for internal improvements.
• Customer Feedback Analysis: Analyze customer complaints and share statistics for internal improvement and strategy development.
• Complaints Resolution Consultancy: Provide expert consultancy on complaints resolution, especially for region-specific cases (e.g., North Asia, South Asia, Europe, ASEAN).
• Compensation and Claims Management: Authorize compensation in line with Customer Relations Compensation Recovery Matrix and CAAP. Manage and respond to senior management, insurance, legal, and MAVCOM related cases.
• Investigation Leadership: Lead investigations involving government agencies, legal and tribunal cases, collaborating with legal and insurance teams.
• Team Performance Monitoring: Monitor team performance against SLAs and manage high-profile or potential legal cases.
• Stakeholder Engagement: Proactively engage with advocates, top complainants, and high-profile customers. Manage relationships on fraud matters and business integrity.
• Operational Management: Handle productivity, operational, leave, and administration management.
• Innovation and Digital Projects: Lead digital and innovation projects within the unit, ensuring participation and effective implementation.
• To provide support and manage complaints including recovery after business hours when required.

Qualifications & Working Experience

• Bachelor of Education, Aviation, Arts, Mass Communications, TESL, Business/Management , Legal with 2-3 years of working experience 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 with 3-4 years of working experience preferably with airlines complaints management, public relations, Airlines Reservation & Ticketing.

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