**Job Title:** Online Account Support Assistant
**Company:** Malaysia Airlines Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 3
**Job Description:**
Join Malaysia Airlines Berhad as an Online Account Support Assistant and become a pivotal part of our dynamic team based in George Town, Penang. In this part-time position, you will play a vital role in supporting our online account management operations while engaging with clients and partners to ensure their needs are met with exceptional service and professionalism.
**Key Responsibilities:**
1. **Client Interaction & Support:**
- Respond promptly to client inquiries via email, chat, and phone regarding their online accounts, ensuring all interactions are handled in a professional and timely manner.
- Assist clients in navigating our online platforms and tools, providing guidance and troubleshooting support as necessary.
- Build and maintain strong relationships with clients to enhance customer satisfaction and loyalty.
2. **Account Management:**
- Monitor and manage client accounts, ensuring accuracy of information and timely updates as per client requests.
- Coordinate with internal departments to resolve account-related issues and enhance service delivery.
- Analyze account activity and trends, identifying opportunities for improvement and recommending solutions.
3. **Problem Resolution:**
- Demonstrate resilience and resourcefulness in addressing client concerns and issues, ensuring resolution strategies are effective and efficient.
- Document and track issues in the customer service database, following up to ensure resolutions are documented and communicated.
4. **Collaboration:**
- Collaborate with team members to share knowledge, best practices, and innovative solutions to improve the client experience.
- Participate in team meetings and contribute to the development of support strategies and initiatives.
5. **Performance Monitoring & Reporting:**
- Analyze data and client feedback to help improve service quality and client experience.
- Prepare periodic reports on account support activities, highlighting performance metrics and improvement opportunities.
6. **Policy Adherence:**
- Understand and adhere to company policies, procedures, and guidelines to provide a compliant and safe working environment.
- Stay updated on product and service offerings, ensuring accurate information is communicated to clients.
**Requirements:**
- **Experience:**
- Minimum of 3 years of experience in customer support or account management, preferably in the travel or airline industry.
- **Education:**
- Bachelor's degree in Business, Communications, or a related field is preferred.
- **Technical Skills:**
- Proficient in using customer service software and Microsoft Office Suite.
- Familiarity with online account management tools and data analysis.
- **Personality Traits:**
- Resourceful: Ability to navigate challenges and find solutions independently or with minimal guidance.
- Resilient: Maintain a positive attitude in high-pressure situations and adapt to changing circumstances.
- **Soft Skills:**
- Persuasion: Ability to positively influence client decisions and drive engagement.
- Innovation: Creativity in problem-solving and improving existing processes to enhance the client experience.
**Benefits:**
- Gym membership to promote health and well-being.
- Remote work flexibility to balance personal and professional commitments.
- Life insurance for added peace of mind for you and your loved ones.
**Working Environment:**
At Malaysia Airlines, we pride ourselves on fostering a collaborative workplace where strong relationships with colleagues, clients, and partners are at the core of our operations. You will be part of a supportive team that values open communication, mutual respect, and shared success.
**Application Deadline:**
Please submit your application by September 20, 2024.
**Equal Opportunity Statement:**
Malaysia Airlines Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
