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Executive Call Centre Operations Customer Care

Job Title

Executive Call Centre Operations (Customer Care)

Reports To

Call Centre Operations Assistant Manager (Customer Care)

Division

Commercial

Department

Customer Engagement (Customer Care)

Role Purpose

Responsible to assist Senior Executive/Assistant Manager of Contact Centre Operations to manage and contribute to the efficient operation of the MAB contact centre operation by monitoring the service level Agreement adherence, statistical reports on contact centre performance and managing onewold and MAB resolution helpdesk.

Key Accountabilities

Manage Oneworld helpdesk and MAB helpdesk on escalation issue and provide resolution on a 24/7 operation

Ensures target response and closure rates are met, with high accuracy of data input for each case and minimal back-log of cases

Establish quality service monitoring and service level adherence

Oversees consultation to business units on feedbacks; inquiries, request, complaints and compensation quantum, where required

Strives to input and manage pro-active customer management, where and when possible

OWL helpdesk function - Ticketing / query / email / fare qoutation

Consultation on ticket reissuance including fare calculation - check on RBD / fare type / correct fare /currency apply

ADHOC for ticket reissuance for Delay centrelise team (DCT)

Review and update processes to ensure continuous efficiency of operations

To carry out any other task as assigned by the immediate Supervisor/Head of Unit

Qualification & Experience

Degree in Bachelor of Education, Arts, Mass Communications, Business & Management, Legal, etc. with at 1-2 years experience in Call Centre, Reservation and Ticketing or SPM with at least 5 years exprience in Call Centre, Reservation & Ticketing.

Skills & Knowledge

Strong interpersonal, questioning, analytical and negotiation skills

Able to work independently/require min. supervision in solving issues

Ability to work under pressure

Good communications (English and Bahasa Malaysia) written and spoken

Good knowledge of Microsoft Office applications

Added advantage to have knowledge in airline reservation ,ticketing and Call centre

Key Challenges

1. Having to deal with different Bus to source for resolution that impacts Call Centre and customers

2. Ability to manage multiple issues involving different business areas - a challenge to have timely and accurate findings

I would like to apply for the post of Executive Call Centre Operations Customer Care bases at your esteemed organisation. I have attached my CV.

CV:

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