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Member Services Operations Executive

Job Title

Member Services Operations Executive

Reports To

Member Services Assistant Manager, Loyalty

Division

Commercial

Department

CML - Customer Engagement

Role Purpose

To handle Platinum/First class member Enrich queries and Reservations & Ticketing, execute and deliver customer/partner FFP program servicing for profitable revenue generation and service excellence to Enrich members, internal and external partners.

Key Accountability

* Daily action of Enrich Ops email boxes, verify and timely processing of emails eg. redemption ticketing deductions, stations requests on Enrich/FFP, retro claim processing, oneworld partners, Enrich air/non air partners, CSP and GOM accounts, card despatch and servicing. Resolve daily Enrich operational queries and issues with members/partners/frontliners/BPO vendor.

* Perform UAT releases (preparation and compilation of test scripts/results) on Enrich Crane User (LMS), Enrich Online, ARDW, eCommerce against Enrich business rules set up and systems enhancements etc.

* Assist superior in managing Enrich Service Desk/Phone Line designed for enhanced Enrich member servicing by collaborating with Customer Experience and BPO vendor including emailing and calling member/internal departments to ensure speedy resolution.

* Ensure program enhancements, promotion activities and changes in Enrich SOP & Operations Manual are accurately updated and communicated to all frontliners/touchpoints systemwide on a timely manner and monitor compliance.

* Assist superior to prepare performance reports/statistics, conduct Enrich Product Training and assist all Enrich functions to ensure high operational efficiency and monitoring SLA and performance of Enrich Call Centre/Ticket Office/BPO.

Qualification & Working Experience

* Degree in any field with 3 years of related working experience OR

* Diploma in any field with 5 years of related working experience OR

* High school certificate (SPM/STPM) with 10 years related working experience

* Have atleast 3-4 years working experience with Airline/FFP/Ticketing/Customer Service

Skills & Knowledge

* Must have knowledge in ALTEA, CRANE system and FFP with Reservations/Ticketing knowledge. Excellent communication skills, both oral and written in English & Bahasa Malaysia

* Ability to work under pressure, highly independent, self-motivated and high sense of responsibility.

* Good analytical, investigative and questioning skills. Must have strong leadership quality and interpersonal skills to lead teams. Pleasant personalit.

Key Challenges

1. Accuracy and volume of retro claims processing (members/partners)

2. Volume and accuracy of stations/Call Centre transaction update request (refund/deduction etc), compliance and staff errors resulting in loss to MAB/Enrich and customer complaints

3. Timeline and priotization for UATs and verification on new business rules implementation in Crane/IBE/ALTEA etc

I would like to apply for the post of Member Services Operations Executive bases at your esteemed organisation. I have attached my CV.

CV:

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