Plaza Premium Group Hiring! Full Time Customer Excellence Manager in Selangor - Ricebowl

SCOPE OF ROLE:

The Customer Excellence Manager is responsible for strengthening and elevating the overall service experience provided to PPF passengers. The role will establish and maintain high service standards while ensuring that passenger interactions are personalized, seamless, proactive, and professionally managed.

The position will lead service excellence initiatives, monitor customer experience performance, manage service recovery, and work closely with relevant departments to identify and implement improvements that enhance passenger satisfaction and loyalty.

JOB DESCRIPTION:

Customer Experience & Service Excellence

• Develop, implement, and maintain customer service standards, procedures, and service guidelines for PPF passengers.
• Ensure consistent delivery of personalized, professional, and discreet service across all passenger touchpoints.
• Monitor the overall passenger journey and identify opportunities to enhance the customer experience.
• Establish appropriate service protocols for VIP, premium, and special-needs passengers where applicable.

2. Service Recovery & Issue Resolution

• Oversee customer complaints, feedback, and service recovery cases.
• Ensure passenger concerns are addressed promptly, professionally, and effectively.
• Establish clear escalation procedures for service issues requiring management attention.
• Analyze recurring complaints and service failures and recommend corrective actions.

3. Performance Monitoring & Reporting

• Monitor customer satisfaction, service quality, response times, complaints, and other relevant service indicators.
• Prepare regular reports and management updates on customer experience performance.
• Conduct service reviews and identify trends, gaps, and areas requiring improvement.
• Utilized customer feedback and operational data to support service improvement initiatives.

4. Employee Coaching & Development

• Coach and guide employees on customer service, communication, etiquette, discretion, and service recovery.
• Conduct service briefings and refresher training where required.
• Work with department leaders to address service performance gaps.
• Promote a customer-centric culture and consistent service mindset across the team.

5. Cross-Functional Collaboration

• Work closely with Operations, Lounge, Guest Relations, and other relevant departments to ensure seamless passenger service.
• Strengthen communication and coordination between departments involved in the passenger journey.
• Support the development and implementation of cross-departmental service improvement initiatives.

6. Continuous Improvement

• Identify opportunities to improve service processes, passenger touchpoints, and operational procedures.
• Lead or participate in customer experience improvement projects.
• Benchmark service practices and identify suitable initiatives that can enhance PPF service delivery.

JOB REQUIREMENTS:

• Minimum 5–8 years of relevant experience in customer experience, hospitality, airline, airport, lounge, hotel, retail, or other service environments.
• At least 2–3 years of experience in a supervisory or managerial capacity.
• Experience managing VIP, premium, corporate, or high-value customers will be an advantage.
• Proven experience in handling customer complaints, service recovery, and complex customer issues.
• Experience in developing service standards, SOPs, service quality programmes, or customer experience initiatives.