**Job Title:** Online Contact Center Specialist
**Company:** Malaysia Airlines Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Entry Level
**Years of Experience:** 1
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### **Job Description:**
As a part-time Online Contact Center Specialist at Malaysia Airlines Berhad, you will play a vital role in delivering exceptional customer service and support to our valued passengers around the globe. Our focus is to maintain high standards of customer satisfaction, and your contributions will be essential in achieving this goal.
### **Key Responsibilities:**
- **Customer Interaction:** Handle incoming customer inquiries through various online platforms, including email, live chat, and social media. Respond promptly and professionally to resolve issues, answer questions, and provide information regarding flight details, ticket bookings, and company policies.
- **Issue Resolution:** Utilize problem-solving skills to address customer complaints and inquiries effectively. Engage with customers to identify their needs and provide suitable solutions, demonstrating a commitment to customer satisfaction.
- **Product Knowledge:** Maintain a deep understanding of Malaysia Airlines' services, policies, and procedures to communicate effectively with customers. Regularly update knowledge on promotions, travel regulations, and any changes impacting customers.
- **Documentation:** Maintain accurate records of customer interactions, feedback, and resolutions in the company's CRM system. Ensure that all customer information is recorded with high attention to detail to support ongoing service improvements.
- **Collaboration:** Work closely with other departments to ensure the smooth fulfillment of customer requests and issues. Participate in team meetings and contribute to discussions on improving service delivery and operational efficiency.
- **Performance Metrics:** Meet or exceed performance targets for response time, customer satisfaction ratings, and resolution rates. Regularly review feedback to identify areas of improvement and track personal development.
- **Continuous Learning:** Engage in training sessions and workshops to enhance skills and knowledge continually. Stay informed about airline industry trends and customer service best practices.
### **Requirements:**
- **Education:** High school diploma or equivalent; additional qualifications in hospitality or customer service is a plus.
- **Experience:** A minimum of 1 year of experience in a customer service or call center environment, preferably within the airline or travel industry.
- **Technical Skills:** Proficient in using online communication tools, CRM software, and Microsoft Office Suite. Familiarity with social media platforms and online customer service tools is desirable.
- **Personality Traits:** Candidates should be hardworking and resourceful, demonstrating a proactive approach to tasks and problem-solving.
- **Soft Skills:**
- **Persuasion:** Ability to influence customers toward favorable outcomes while maintaining a positive interaction.
- **People Management:** Strong interpersonal skills to manage diverse customer interactions with empathy and professionalism.
### **Benefits:**
- **Paid Time Off (PTO):** Enjoy paid time off to maintain a healthy work-life balance.
- **Parental Leave:** Generous parental leave policies to support you during important family milestones.
- **Disability Insurance:** Peace of mind with disability insurance coverage to protect against unforeseen circumstances.
### **Working Environment:**
At Malaysia Airlines Berhad, we are dedicated to understanding and exceeding customer expectations. Our work culture promotes teamwork, open communication, and continuous improvement. We value each of our employees and believe that their contributions play a crucial role in our success.
### **Application Deadline:**
Please submit your application by **October 21, 2024**.
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### **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. We encourage applications from all qualified individuals regardless of race, gender, age, disability, or any other status protected by applicable laws.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
