KUALA LUMPUR, 9 September 2016 – Mindpearl, a leading customer support provider to the aviation industry, opens its fifth base; in Malaysia establishing a reliable customer support solution in the Asian region. The office base in Shah Alam will complement Mindpearl’s existing global footprint and strengthen its existing multilingual, follow the sun service offering.
Mindpearl is currently strategically located in Australia, Spain, South Africa and Fiji. The Malaysian office will extend its reach in delivering critical customer service solutions to leading names in the aviation sector. “This is yet another milestone achievement for Mindpearl and our airline industry clients where our awardwinning customer support centres across the globe allow us to develop and deliver a superior relationship between our clients and their customers,” said William Pattison, Chief Executive Officer at Mindpearl in his speech to the media.
The Malaysia office is ideally positioned as a strategic business hub for trade and services, thus allowing stimulation of economic development in various industries. The Malaysia office will cater for the needs of its clients in various languages including English, Malay, Bahasa Indonesia, Mandarin, Cantonese, Japanese,Korean, Vietnamese, Thai, Tagalog and Khmer. Mindpearl Malaysia has also been awarded the MSC status by the Malaysia Digital Economy Corporation (MDEC) which allows them to enjoy various benefits from the government.
Ir. Siva Ramanathan, Chief Strategy Officer of MDEC said, “Having Mindpearl open an office here speaks volumes in terms of Malaysia’s readiness in supporting global demands. We are proud to have Mindpearl as one of our MSC-status companies and we look forward to building a strong and fruitful relationship with them.”
The strategic opening of Mindpearl’s office in Malaysia is also due to the country’s sophistication in transport infrastructure and legislation designed to streamline compliance processes. The Malaysia office opening in August 2016 kick started another significant milestone achievement when the country’s national carrier, Malaysia Airlines, awarded Mindpearl its global contact centre contract. Mindpearl will service Malaysia Airlines globally
through two of its offices situated in Malaysia and Fiji.
Previously, Malaysia Airlines operated its customer support centre from several locations, including their head office in Kuala Lumpur, Malaysia. The partnership between Mindpearl and Malaysia Airlines will allow Malaysia’s national carrier access to more sophisticated technologies, enable operational inefficiencies, eliminate fragmentation, promote improvement through standardisation and ultimately enhance the overall customer experience.
Pattison added, “‘Malaysia Airlines’ global customer contact centre is a critical function since this enables direct interface and drives engagement with Malaysia Airlines’ customers. Hence, an area where customer experience is of paramount importance. We are delighted that Malaysia Airlines has selected Mindpearl as their preferred global contact centre partner. We will proudly represent Malaysia Airlines and embody the Malaysia Airlines
brand as ambassadors to the world.’
Also present at the grand opening of Mindpearl’s office in Kuala Lumpur was MAB Senior Management from Malaysia Airlines together with the management of Mindpearl including Alan Graham, Chief Commercial Officer and Rene Rutgers, General Manager of the Malaysia office.