**Job Title: Call Center Assistant**
**Company:** Malaysia Airlines Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 3
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**Job Description:**
Malaysia Airlines Berhad is seeking a dynamic and dedicated Call Center Assistant to join our team in George Town, Penang. As a vital member of our customer service operations, you will be responsible for delivering top-notch service to our customers while embodying the core values of our company. This part-time position requires individuals who are resilient, eager for challenges, and capable of managing customer interactions effectively.
**Key Responsibilities:**
1. **Customer Service Support:**
- Respond promptly and professionally to inbound customer inquiries and assist with flight bookings, cancellations, and changes.
- Handle customer complaints and resolve issues efficiently while maintaining a high level of customer satisfaction.
2. **Communication & Coordination:**
- Serve as a liaison between customers and internal departments to ensure the seamless communication of pertinent information.
- Collaborate with colleagues to address and fulfill customer needs, ensuring a consistent and positive experience.
3. **Information Management:**
- Maintain up-to-date knowledge of Malaysia Airlines' policies, flight schedules, and promotional offers.
- Input, update, and manage customer data accurately in the company's systems.
4. **Sales and Upselling:**
- Utilize negotiation skills to effectively upsell services and products to customers, contributing to sales targets.
- Promote loyalty programs and additional services to enhance customer engagement.
5. **Training & Development Participant:**
- Participate actively in training programs aimed at enhancing personal and professional growth.
- Share insights and suggestions for service improvement based on customer feedback.
6. **Performance Monitoring:**
- Meet or exceed key performance indicators (KPIs) related to customer satisfaction, call handling times, and resolution rates.
- Provide feedback on systemic issues that affect customer satisfaction and suggest improvements.
7. **Team Collaboration:**
- Foster a positive team environment by supporting colleagues and sharing best practices.
- Participate in team meetings and brainstorming sessions aimed at improving service delivery.
**Requirements:**
- **Education & Experience:**
- Minimum of 3 years of experience in a customer service or call center role, preferably within the aviation or hospitality industry.
- Senior high school diploma; a degree or relevant certification is a plus.
- **Personality Traits:**
- Dedicated: Strong commitment to delivering exceptional service.
- Resilient: Capable of handling stressful situations with poise and efficiency.
- **Soft Skills:**
- Strong negotiation skills to persuade and influence customers.
- Excellent people management skills with the ability to empathize and engage with a diverse clientele.
- **Technical Skills:**
- Proficient in using call center software and customer relationship management (CRM) databases.
- Basic IT skills and familiarity with MS Office Suite.
- **Language Proficiency:**
- Fluent in English; proficiency in Malay and/or other languages is an advantage.
**Benefits:**
- Travel opportunities within Malaysia Airlines network.
- Comprehensive training and professional development programs.
- Paid sick leave and health benefits.
**Working Environment:**
At Malaysia Airlines Berhad, we thrive in a culture that embraces change and responds resiliently. Our team fosters an inclusive atmosphere that values diversity and encourages continuous improvement.
**Application Deadline:**
Interested candidates are encouraged to apply by **October 14, 2024**.
**Equal Opportunity Statement:**
Malaysia Airlines Berhad is an equal opportunity employer committed to a diverse and inclusive workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds to apply.
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*Join us in delivering unparalleled service as a Call Center Assistant and be a part of the Malaysia Airlines family, where your contributions make a difference.*How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
