Job Description

The successful candidate will be part of the Customer Affairs Unit of Kris Business Hub (KBH), a Malaysia-based entity providing corporate and operational services in Kuala Lumpur. 

The Customer Affairs Unit plays an important role in managing and building relationships with the organisation’s customers. As a Customer Affairs Agent, you’ll be responsible to investigate cases, resolve and respond to customers’ issues clearly and empathetically, and share insights to help improve our products and processes.

Key responsibilities:

• Resolve customer complaints and issues by:
• Investigating cases with relevant Business Units to establish facts and policy applicability
• Responding to passengers via email or phone, ensuring clear and empathetic communication
• Recommending and arranging service recovery within policy, where appropriate
• Providing timely and appropriate resolutions to ensure satisfactory closure
• Managing expectations sensitively, de-escalating irate customers and seeking amicable solutions within reasonable limits
• Contribute to service and process improvements by:
• Flagging recurring passenger issues for review
• Surfacing trends and areas for improvement
• Sharing investigation learnings and product/service knowledge with other case owners

Job Requirements

• Bachelor’s degree in any field, with an SPM or STPM credit in English
• Experience in customer feedback handling, customer service, or communications
• Strong interpersonal skills with excellent written and verbal communication
• Strong observation, judgment and negotiation skills
• High emotional maturity, empathy, and a passion for customer service
• Proficient with digital tools (eg: case management and reservation systems, Microsoft Office, etc…)
• Fast learner with the ability to quickly grasp airline products, services, and policies

Skills