Customer Affairs Agent

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

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

We thank all candidates for your interest in this position, and regret that only shortlisted candidates will be notified.