At a Glance
- Tasks: Manage customer feedback and resolve issues for Malaysia Airlines passengers across the UK and Europe.
- Company: Join a leading airline committed to exceptional customer service.
- Benefits: Competitive salary, career growth, and opportunities to work in a dynamic environment.
- Other info: Opportunity to collaborate with international teams and develop your professional skills.
- Why this job: Make a real difference in customer experiences while working with a diverse team.
- Qualifications: Fluency in French and English, with experience in customer relations or legal areas preferred.
The predicted salary is between 30000 - 40000 £ per year.
The Customer Relations Associate – UK/EUR is responsible for managing and resolving all customer feedback received by the London Customer Relations office, including enquiries, compliments, and complaints, to ensure a positive experience for Malaysia Airlines passengers.
Fluency in spoken and written French is required to handle communications with French-speaking customers and stakeholders. The role also involves managing legal and regulatory cases, especially under EC261 and European Law, to ensure compliance and accurate resolution.
The incumbent provides timely, professional responses in both English and French and acts as the main liaison for Customer Relations across the UK and Europe. This includes resolving regional complaints, coordinating with internal teams to address root causes, and supporting the Assistant Manager at Headquarters in Kuala Lumpur through analysis, data management, and reporting to drive continuous improvement.
Key Accountability- Oversee and manage all complaints, including legal and regulatory cases, from the UK and European region, ensuring timely resolution.
- Communicate effectively in French (spoken and written) for handling French-speaking customers and stakeholders.
- Conduct and lead investigations across business areas.
- Collaborate with the headquarters in Kuala Lumpur to investigate and resolve customer relations and refund issues.
- Meet target response and closure rates with high accuracy and without backlogs.
- Work with the Finance and Legal teams to ensure prompt processing of refunds and compensation.
- Provide consultation to business units on complaint matters and compensation levels related to CAA UK or other European regulators.
- Provide monthly updates to the Assistant Manager/Manager on compensation expenditures, regulatory payments, and legal case payouts.
- Ensure all data is accurately updated in the complaints management system (Guest Tracking System).
- Provide training and mentorship to new hires in the Customer Relations department in the UK office.
- Ensure effective dispensation of compensation payouts based on the recovery matrix and aligned with internal CAAP (Corporate Authority Approving Policy), proportionate to customer service disruptions.
- Maintain reporting and record-keeping in compliance with UK/EU Commission regulations, Civil Aviation Authority of Malaysia (CAAM), and other relevant regulatory requirements.
- Identify key process re-engineering opportunities through analysis of high-profile feedback and propose improvements to relevant business units.
- Carry out any other tasks assigned by the immediate supervisor.
- Provide support to the UK Regional Manager and Europe Sales team in managing legal cases received at the UK and Europe office.
- Degree: Bachelor’s degree in education, Aviation, Arts, Mass Communications, TESL, Business/Management, or Legal, with 1–2 years of work experience, preferably in airline complaints management, legal/regulatory areas, or airline reservation and ticketing.
- Diploma: Diploma in Education, Aviation, Arts, Mass Communications, TESL, Business/Management, or Legal, with 3–4 years of work experience, preferably in airline complaints management, legal/regulatory areas, or airline reservation and ticketing.
- Language Proficiency: Fluency in French (spoken and written) and English is mandatory to manage communications with French-speaking customers and stakeholders across Europe.
Customer Relations Associate UK/EUR employer: Malaysia Airlines Berhad
Malaysia Airlines is an exceptional employer, offering a dynamic work environment in the heart of London where employees can thrive in customer relations. With a strong focus on professional development, team collaboration, and a commitment to delivering outstanding service, the company provides ample opportunities for growth and mentorship. Employees enjoy a supportive culture that values diversity and encourages innovative solutions, making it a rewarding place to build a career in the aviation industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Associate UK/EUR
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Malaysia Airlines Berhad. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Malaysia Airlines Berhad before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Relations Associate UK/EUR
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Malaysia Airlines Berhad:Your cover letter is your chance to shine! Tell us why you want to work at Malaysia Airlines Berhad specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Malaysia Airlines Berhad!
How to prepare for a job interview at Malaysia Airlines Berhad
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
