Customer Relations Executive

1 day ago


London, United Kingdom Malaysia Airlines Full time

**Reports To**:
Customer Relations & Asst Manager, Kuala Lumpur

**Role Purpose**:
The Customer Relations role is an instrumental part of the UK and Europe Regional commercial team for Malaysia Airlines based at the office in Earls Court Road London. To manage and find resolution for UK and European region customer complaints and ensure compliance with EU law and all regulatory bodies for all UK and Malaysia.

**Key Accountability**:

- Being the main passenger and legal point of contact for UK and European region customer relations cases.
- To investigate and manage all UK and Europe passenger customer relations cases through to conclusion in a timely manner
- To manage all EU261 refund claims
- Maintain all necessary reporting and record keeping as well as abiding by all UK and Malaysia civil aviation (CAA and MAVCOM) and other regulatory requirements
- Proactively work with HQ in Kuala Lumpur to investigate and resolve customer relations / refund issues
- Work with finance and legal teams to ensure prompt payment of refunds/compensation.
- Provide any additional support as required by the Regional Manager and UK & Europe Sales team.

**Qualification & Experience**:

- Customer Relations experience preferably with an airline or other travel industry in a similar role
- Experience of using GDS reservations system would be advantageous (Amadeus preferred).
- Experience of using Microsoft Office & competent in Excel, Word and PowerPoint.

**Skills & Knowledge**:

- Must be positive, flexible, highly adaptable and have a can-do attitude with a willingness to go the extra mile to deliver great results for our customers whilst being a strong team player who is comfortable working in a small fast paced and high performing commercial team
- Must have excellent communication skills and strong attention to detail with the ability to put the customer (both internal and external) at the heart of everything



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