**Job Title: Remote Contact Center Representative**
**Company: Malaysia Airlines Berhad**
**Location: Johor Bahru, Johor, MY**
**Job Type: Part-Time**
**Seniority Level: Associate Level**
**Years of Experience: 4**
**Application Deadline: October 15, 2024**
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**Job Description:**
As a Remote Contact Center Representative at Malaysia Airlines Berhad, you will be a key player in delivering outstanding customer service and support to our valued passengers. This part-time role offers the opportunity to work remotely while upholding the standard of excellence that Malaysia Airlines is known for. You will engage with customers through multiple channels, ensuring their inquiries are handled efficiently and effectively while promoting a positive image of our airline.
**Key Responsibilities:**
- Respond promptly and professionally to customer inquiries via phone, email, and chat about booking inquiries, flight statuses, and related travel information.
- Utilize problem-solving skills to address customer concerns, resolve issues, and provide information, ensuring a high level of customer satisfaction.
- Accurately document customer interactions in our Customer Relationship Management (CRM) system, ensuring all details are recorded for future reference.
- Collaborate with different departments to gather information and resolve escalated issues, ensuring timely resolution and follow-up.
- Stay up-to-date with Malaysia Airlines' policies, procedures, and product knowledge to provide accurate and relevant information to customers.
- Assist in the training and onboarding of new team members by sharing best practices and insights based on your experiences.
- Support the company in achieving service level agreements (SLAs) and maintaining customer satisfaction metrics.
- Contribute to continuous improvement initiatives within the team by providing feedback on processes and customer service practices.
**Requirements:**
- A minimum of 4 years of experience in a customer service or contact center environment, preferably in the travel or airline industry.
- Excellent verbal and written communication skills in English; proficiency in other languages will be an advantage.
- Demonstrated ability to work independently in a remote setting while maintaining productivity and adhering to schedules.
- Driven and motivated personality with a strong commitment to providing exceptional customer experiences.
- Strong critical thinking and decision-making skills to analyze situations effectively and respond appropriately.
- Proficient in using computer systems, including CRM software, Microsoft Office Suite, and communication tools.
- Ability to adapt to new technologies and processes quickly.
- Availability to work varied hours, including evenings, weekends, and holidays as needed.
**Benefits:**
- Competitive retirement plan to help you secure your financial future.
- Parental leave to support you during family transitions.
- Travel and spending expenses, providing you with opportunities to explore new places while working.
**Working Environment:**
At Malaysia Airlines Berhad, we uphold the highest standards of ethical conduct and integrity. Our work culture is centered around respect, collaboration, and commitment to quality service.
**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 individuals of all backgrounds and experiences.
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If you are passionate about delivering exceptional customer service and want to be part of a dynamic team, we encourage you to apply for the Remote Contact Center Representative position at Malaysia Airlines Berhad. Submit your application by the deadline of October 15, 2024, to join us in providing outstanding service to our customers as they embark on their travel journeys.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
