Senior Executive, Customer Assurance

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.
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. Follow up proactively on outstanding issues and customer concerns to ensure satisfactory resolutions.
6. Responsible for implementing assigned customer satisfaction projects, following up on corrective actions arising from customer feedback, and ensuring continuous improvement initiatives are completed within agreed timelines.
7. Monitoring and tracking Customer Satisfaction (CSAT) performance, ensuring timely reporting, analysis of customer feedback trends, and the provision of actionable insights to support service excellence.
8. Participate in projects and initiatives assigned by the Manager, Customer Assurance.

AUTHORITY

1. Communicate directly with customers regarding passenger feedback and service recovery matters within approved guidelines.
2. Coordinate with relevant business units to gather timely information and updates required for investigating customer feedback and complaints, ensuring effective resolution and supporting Customer Satisfaction (CSAT) performance objectives.
3. Recommend service recovery actions and compensation proposals for management review and approval.

DELEGATION OF DUTIES

1. Assist and support team members in managing customer feedback cases during peak periods or staff absences.
2. Coordinate with operational departments to gather investigation results and implement service improvement initiatives.
3. Support the Senior Executive (Regulatory) and Manager, Customer Assurance in project-related tasks and assigned departmental activities.
4. Facilitate communication and follow-up between customers and internal stakeholders to ensure timely case resolution.
5. Driving and supporting customer satisfaction improvement initiatives, coordinating cross-functional action plans, and contributing to the achievement of AirBorneo's Corporate Customer Satisfaction KPI.
6. Providing regular status updates and escalating significant customer issues, emerging service risks, or KPI performance concerns to the Senior Executive (Regulatory) and Manager, Customer Assurance, when necessary.