**Job Title**: Remote Account Support Officer
**Company**: Malaysia Airlines Berhad
**Location**: George Town, Penang, MY
**Job Type**: Part-time
**Seniority**: Associate Level
**Years of Experience**: 2
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**Job Description**:
Malaysia Airlines Berhad is seeking a dedicated and proactive Remote Account Support Officer to join our dynamic team. This part-time position provides an excellent opportunity to contribute to our customer service excellence while enjoying the flexibility of remote work. As a Remote Account Support Officer, you will be vital in ensuring our customers' satisfaction, managing inquiries, and resolving issues effectively.
**Key Responsibilities**:
- **Customer Service & Support**:
- Respond promptly and professionally to customer inquiries via email, chat, and phone.
- Assist customers with account-related questions, including reservations, cancellations, refunds, and loyalty programs.
- Resolve customer issues efficiently while maintaining high service standards and empathy.
- **Account Management**:
- Monitor and manage customer accounts ensuring all information is accurate and up to date.
- Collaborate with other departments to expedite resolutions for customer inquiries.
- Conduct follow-ups with customers to ensure their queries are resolved and maintain satisfaction.
- **Research & Analysis**:
- Analyze customer feedback and data to identify trends and areas for improvement in service delivery.
- Conduct research to provide solutions to complex queries and enhance customer experiences.
- **Documentation & Reporting**:
- Maintain meticulous records of customer interactions and transactions in the designated systems.
- Generate regular reports on inquiries received and issues resolved, providing insights to the management team for process improvements.
- **Team Collaboration**:
- Work with cross-functional teams to develop and implement efficient procedures and policies.
- Contribute to team meetings by sharing best practices and solutions that enhance customer support.
**Requirements**:
- **Education**: Bachelor's degree in a relevant field or equivalent experience.
- **Experience**: A minimum of 2 years in a customer support or account management role, preferably in the airline or travel industry.
- **Technical Skills**: Familiarity with customer relationship management (CRM) software and proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- **Resilient & Motivated**: Ability to cope with challenging situations and maintain a positive attitude while striving to exceed customer expectations.
- **Soft Skills**:
- Critical thinking to analyze situations and determine the best course of action.
- Strong research skills to find reliable information quickly and provide accurate solutions.
**What We Offer**:
- **Remote Work Flexibility**: Enjoy the convenience of working from home while balancing personal and professional life.
- **Life Insurance**: Comprehensive life insurance coverage for added security and peace of mind.
- **Company Equipment**: Necessary tools and equipment will be provided to facilitate a seamless work experience.
**Working Environment**:
At Malaysia Airlines Berhad, we empower our employees to take ownership of their roles and make impactful decisions. We believe in fostering a culture of innovation, collaboration, and continuous improvement, where each team member contributes to our mission of delivering unparalleled service to our customers.
**Application Deadline**: Please submit your application by ******** .
**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.
Join us as we work to connect people and places, and help us create wonderful travel experiences for our customers!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
