Executive, Customer Assurance

ACCOUNTABILITIES

1. Accountable for delivering accurate, timely, and professional responses to customer feedback, complaints, and compliments, excluding cases involving high-profile passengers and CAAM, which are escalated to and managed by the Customer Assurance Senior Executive.
2. Accountable for ensuring customer feedback cases are responded to and resolved within the 21-day closure target, while maintaining high data accuracy and minimizing backlog.
3. Accountable for monitoring customer feedback trends and providing insights to support continuous service improvement. 
4. Accountable for contributing to customer satisfaction improvement initiatives and assigned projects.

MINIMUM QUALIFICATION

Diploma holder and have 1-2 years’ experience in customer service and hospitality industry.

Or;

Degree holder with 6 months to 1 year of experience in the aviation industry, specializing in customer service and passenger feedback management.

RESPONSIBILITIES

1. Handle and manage customer feedback/case from receipt to closure. 
2. Maintain accurate records and data entry of customer feedback in the designated system (Freshdesk). 
3. Liaise with business units to investigate complaints and obtain timely resolutions. 
4. Support the Manager, Customer Assurance in advising business units on complaint handling and compensation recommendations. 
5. Participate in projects and initiatives assigned by the Manager, Customer Assurance. 
6. Follow up proactively on outstanding issues and customer concerns to ensure satisfactory resolutions.

AUTHORITY

1. Communicate directly with customers regarding feedback, complaints, compliments, and service recovery matters within approved guidelines. 
2. Coordinate with relevant business units to obtain information and updates required for complaint investigations. 
3. Recommend service recovery actions and compensation proposals for management review and approval. 
4. Escalate complex, high-impact, or unresolved customer issues to the Senior Executive and Manager, Customer Assurance. 
5. Generate and distribute customer feedback and performance reports to relevant stakeholders.

DELEGATION OF DUTIES

1. Assist and support team members in managing customer feedback cases during peak periods or staff absences. 
2. Share feedback trends, findings, and follow-up actions with relevant business units for corrective actions.
3. Coordinate with operational departments to gather investigation results and implement service improvement initiatives. 
4. Support the Manager, Customer Assurance in project-related tasks and assigned departmental activities. 
5. Facilitate communication and follow-up between customers and internal stakeholders to ensure timely case resolution.