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- Tasks: Manage customer feedback and resolve complaints for Malaysia Airlines passengers across the UK and Europe.
- Company: Join a leading airline with a commitment to customer satisfaction and support.
- Benefits: Competitive salary, professional development, and opportunities for career growth.
- Why this job: Make a real difference in customer experiences while working in a dynamic environment.
- Qualifications: Fluency in French and English, with experience in customer relations or legal areas preferred.
- Other info: Collaborate with international teams and gain valuable insights into the aviation industry.
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; OR 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 in London employer: Malaysia Airlines
Contact Detail:
Malaysia Airlines Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Associate UK/EUR in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working at Malaysia Airlines. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer relations. Think about how you'd handle specific scenarios, especially in French, to show off your language skills and problem-solving abilities.
✨Tip Number 3
Show your passion for customer service! During interviews, share stories that highlight your experience in resolving complaints and making customers happy. This will demonstrate that you're the right fit for the role.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the team at Malaysia Airlines.
We think you need these skills to ace Customer Relations Associate UK/EUR in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Relations Associate role. Highlight your experience in managing customer feedback and any relevant legal or regulatory knowledge, especially if you’ve worked in the airline industry before.
Show Off Your Language Skills: Since fluency in French is a must, don’t forget to showcase your language skills! Include examples of how you've used French in a professional setting, whether it’s handling customer queries or writing reports.
Be Professional Yet Personable: When writing your application, strike a balance between professionalism and a friendly tone. We want to see that you can communicate effectively with customers while also being approachable and empathetic.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team!
How to prepare for a job interview at Malaysia Airlines
✨Brush Up on Your French
Since fluency in French is a must for this role, make sure to practice your spoken and written skills. Prepare to answer common interview questions in French and be ready to demonstrate your ability to communicate effectively with French-speaking customers.
✨Know the Regulations Inside Out
Familiarise yourself with EC261 and other relevant European laws related to customer complaints and compensation. Being able to discuss these regulations confidently will show that you understand the legal landscape and can handle complex cases.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully resolved customer complaints in the past. Highlight your analytical skills and your ability to collaborate with different teams to find solutions, as this role requires working closely with various departments.
✨Demonstrate Your Customer-Centric Approach
This position is all about ensuring a positive experience for passengers. Be ready to discuss how you prioritise customer satisfaction and how you would handle difficult situations. Showing empathy and a proactive attitude will set you apart.